Customer Support Engineer

About ParkourSC:

ParkourSC offers a "Decision Intelligence Platform", a B2B SaaS solution to digitize supply chain operations, particularly for the life sciences sector (Pharma/Biotech, CDMOs, CROs, logistics, packaging). The platform's mission is to enhance resilience, increase agility, and drive innovation. Key benefits include rapid ROI (often millions in savings within six weeks) by optimizing logistics and manufacturing, intelligent orchestration using a Decision Engine, and the ability for customers to create intelligent digital twins of their entire supply chain. Built on hyper-scale graph modeling, AI/ML, and real-time IoT data ingestion, the platform helps customers continuously align planning and execution, foster collaboration, eliminate waste, and ensure quality and compliance. Learn more at ParkourSC.com

Essential functions:

• Manage end-to-end technical support process, by taking ownership of the reported issues and following through until resolution by proactively responding to customers.
• Formulate and revise technical support processes, policies and best practices that lead to successful customer support outcomes.
• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining platform performance.
• Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
• Participates in development of client training programs by identifying learning issues and recommending instructional language.
• Avoids legal challenges by monitoring compliance with service agreements.
• Improves system performance by identifying problems and recommending changes.
• Updates job knowledge by participating in educational opportunities and maintaining personal networks.
• Become an expert in ParkourSC platform and offerings.
• Manage the technology and tools needed to manage customer support at scale (Freshdesk, JIRA, AHA).
• Keep accurate records and document customer support interactions, discussions and actions.
• Communicate technical and business issues and solutions across all organizational levels and with customers.
• Collaborate with Product, Engineering and Customer Success teams to resolve issues based on customer, priority, and SLAs.
• Assess support statistics and prepare detailed reports on the findings.

Essential Requirements:

• Bachelor’s degree in business, Information Technology, or a related field.
• Minimum 2 years of experience in B2B SaaS customer support.
• Ability to function effectively in the cross functional team environment and show willingness to go above and beyond in following through and resolving customer issues.
• Effective time management and prioritization.
• Excellent communication and interpersonal skills.
• Well-developed arbitrary skills with the ability to remain impartial.
• Strong written and verbal English required.

Preferable Qualifications:

• Experience in supply chain industry is an advantage.
• Experience with API Automation Tools (Postman, REST-assured).
• Experience with Linux Bash.