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Technical Support Representative

1 month ago

Kuala Lumpur, Malaysia Cargobase Full time

Cargobase is looking for a **Technical Support Representative **to help us build a center of excellence from Asia. The Cargobase Transportation Management System transforms how thousands of industry professionals worldwide process logistics. We help customers across many sectors, including automotive, semiconductors, electronics, and oil & gas, to improve their transportation management.

As a Technical Support Specialist, you will be responsible for providing expert technical assistance to our clients, ensuring the smooth operation and optimal performance of our Transportation Management System. You will serve as a trusted advisor to our customers, diagnosing and resolving complex technical issues, troubleshooting software configurations, and delivering timely solutions to meet their needs.

**Responsibilities**
- Conduct thorough analysis and troubleshooting of software-related issues, leveraging diagnostic tools, log files, and debugging techniques to identify root causes and implement solutions.
- Collaborate closely with our Product Development and Engineering teams to escalate and resolve critical issues, providing detailed bug reports and feedback to facilitate resolution.
- Document and track customer interactions, technical issues, and resolutions in our ticketing system, maintaining accurate records and ensuring timely follow-up and resolution.
- Stay updated on industry trends, emerging technologies, and product updates to maintain a high level of expertise and provide informed assistance to customers.

**Job Requirements**
- Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
- Proven experience in a technical support role, preferably within a SaaS or technology company, with a strong understanding of software troubleshooting principles and methodologies.
- Excellent written and verbal communication skills in English
- Excellent analytical and problem-solving skills, with the ability to systematically approach complex technical challenges and drive effective solutions.
- Strong communication skills, both verbal and written, with the ability to convey technical concepts to non-technical audiences in a clear and concise manner.
- Customer-focused mindset with a passion for delivering exceptional service and building positive relationships with customers.
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
- Familiarity with ticketing systems, remote desktop tools, and diagnostic utilities (e.g., Jira, Confluence, Hubspot) is a plus.
- Willingness to work on a shift basis with working evenings.

**What do we offer**
- Fast-paced growth within the tech space
- Competitive compensation
- International team collaboration
- Hybrid work

About Cargobase Incorporated in 2013, Cargobase was founded with the vision to improve the collaboration between shippers and logistics service providers through a user-friendly transportation management software solution. Our initial solution changed the way spot-freight procurement was done and quickly grew to become the leading enterprise software provider in this segment.
- Cargobase’s team_ is a unique blend of logistics and tech professionals. With our deep roots in the logistics industry, we understand the challenges shippers and LSPs face. Interwoven with a tech team devoted to building user-friendly products, we are proud to be transforming the TMS and logistics software space. Our team hails from over 10 nationalities and is spread out across USA, Europe, Asia and Africa. Simplified and automated freight for all, is our vision.

To realize that vision, our team at Cargobase dedicates our time, knowledge, skills, and efforts to develop the best transportation management software that will suit the needs of every company that offers transportation and freight services worldwide. Our modular transportation management software now serves as a platform that covers all modes of freight services. We provide customization options for all major languages, and our product is being utilized by leading shippers and logistics service providers worldwide.