Raft is the intelligent logistics platform that’s rewriting the technology playbook for freight forwarders and customs brokers in the automation era. A dynamic UK-based technology company with a global impact across logistics, we’re searching for a Technical Support Associate who is excited by the prospect of working in a rapidly growing international scale-up. We have significant runway thanks to our most recent Series B funding, which we raised from some of the best investors in the space: Eight Roads (Alibaba, Spendesk, Toast), Bessemer Venture Partners (LinkedIn, Twilio, Shopify), Episode 1 (Zoopla, Betfair, Shazam) and Dynamo Ventures (Sennder, Stord, Gatik).
As a Technical Support Associate, you’ll be primarily responsible for providing technical support to Customers.
Day-to-day you will:
- Own the end-to-end resolution of tickets that are assigned to you
- Triage your tickets and diagnose the issue
- Correspond with customers directly to gain a full understanding of the problem
- Collaborate cross-functionally to ensure a timely resolution of open tickets
- Keep your customers proactively informed every step of the way
- Knowledge to analyze technical Network logs or similar technicalities.
- Any other ad hoc task assigned to you
- Adapt to any new internal tools to support tickets.
- Learn new features in the Raft application.
Requirements
We specifically want someone who has:
- A bachelor’s degree in computer science, Information Technology, or a related field.
- A minimum of 2-years' experience in a B2B Product Support role
- Basic coding experience would be good to have
- Experience in configuring apps as per Customer needs
- Strong experience with regular expressions (regex) for pattern matching and data extraction.
- Familiarity with Support tools such as Jira, HubSpot or any such ticketing tool would be advantageous
- Hands-on experience with Microsoft Excel or Google Sheets to track the task, create any charts etc.
- Great people skills and at ease communicating with customers and internal stakeholders
- Excellent written and verbal skills
- The mindset of continuous improvement and extreme ownership
Apply because you want to...
- Have the opportunity to work in a global market and compete with best-in-class companies who are on the front line of Machine Learning and Engineering developments
- Work in a modern Product-led company where your contributions are valued and have a real-world impact
- Get exposure to working with stakeholders on a global level across different industries
- Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
- Work in a diverse and multicultural environment
