Product Support Specialist

About the role

A Product Support Specialist helps carriers and drivers with tracking, shipment visibility and support requests during U.S. business hours. The role works closely with the Customer Service and Track & Trace teams, answering carrier calls, fixing tracking and app issues and managing email cases so loads stay visible and requests do not pile up. It is an on-site position at offices in La Ceiba and San Pedro Sula, Honduras.

Key responsibilities

• Take calls from carriers and drivers about active loads, covering load status, tracking requirements and shipment procedures
• Troubleshoot tracking problems such as location updates, tracking activation, connectivity and app issues, and walk drivers through the steps to get tracking working again
• Follow up on loads with visibility gaps
• Manage the support inbox by sorting cases by urgency, investigating and resolving what is possible
• Escalate critical issues that need management attention
• Pick up open cases from the overnight team, write clear case notes and flag recurring product or tracking issues to the right team

Required profile

• Advanced spoken and written English, since most of the day is spent on the phone with U.S. carriers and drivers
• Experience in customer support, product support, track & trace or carrier-facing roles in freight and logistics; U.S. market experience is a strong plus
• Comfortable troubleshooting tracking apps and devices with someone on the road
• Strong documentation habits and the ability to handle several requests at once while staying accurate
• Availability Monday to Friday, 8:30 a.m. to 5:30 p.m. EST