Customer Support Specialist

Job Description

Customer Support Specialist | IMEXSOL LLC

The Tone:
This is a full-time role at IMEXSOL LLC, located in Laredo, TX with hybrid flexibility. IMEXSOL LLC provides software solutions focused on U.S. trade operations, carrier management, and logistics services. Our technology helps customers manage customs-related processes, transportation activities, and operational workflows more efficiently. This role is crucial as the primary point of contact for customers, ensuring they receive timely assistance and can effectively utilize IMEXSOL’s software applications.

The TL;DR
• Role: Early Career
• Type: Full-Time
• Location: Hybrid, Laredo, TX

• Mission: Serve as the primary point of contact for customers needing assistance with IMEXSOL software applications, providing exceptional service and troubleshooting.
• Tech Stack: Microsoft Office, common business software tools, SQL

What You’ll Actually Do
• Inquiry Response: Respond to customer inquiries promptly via phone, email, and ticketing systems, assisting with system functionality, workflows, and data entry questions.
• Issue Resolution: Troubleshoot software-related issues, identify problem sources, and reproduce reported issues to gather information for escalation.
• Escalation and Follow-up: Escalate complex technical issues to development or senior support personnel and follow up with customers to ensure timely resolution.
• Documentation & Satisfaction: Document customer interactions, issues, resolutions, and follow-up activities, maintaining a high level of customer satisfaction.
• Content Creation: Create and maintain knowledge base articles, training materials, and user guides to enhance customer self-service and support.

The Must-Haves
• Background: High school diploma or equivalent. Strong customer service, communication, and problem-solving skills, with an ability to quickly learn new software applications and business processes.
• Experience: Ability to learn new software applications and business processes quickly, and comfortably work with multiple systems while managing competing priorities.
• Skills: Strong customer service and problem-solving skills; Excellent verbal and written communication skills; Ability to troubleshoot software applications and web-based systems; Strong analytical and organizational skills; High attention to detail and accuracy.
• Bonus: Previous experience in customer support, technical support, help desk, logistics, transportation, or customs brokerage environments; Experience preparing, reviewing, or filing U.S. Customs import documentation; Familiarity with U.S. Customs and Border Protection (CBP) processes and trade operations; Experience using customs brokerage, logistics, transportation management, or operational software systems; Basic understanding of SQL, software testing, or data troubleshooting; Bilingual English/Spanish proficiency.