Customer Support Representative

About Tive

Tive envisions a fully transparent world where everything and everyone is interconnected. They push innovation beyond conventional limits to ensure valuable shipments arrive on time and intact. The company lives by four core values: prioritizing transparency to enhance operations, continually simplifying processes, fostering teamwork with mutual support, and relentlessly iterating to optimize and improve.

Tive's technology covers shipments by road, rail, ocean, or air, helping reduce delays, rejected loads, theft, damage, and spoilage. Their clients depend on Tive to guarantee timely and complete delivery because every shipment is important.

Role Overview

As a Customer Support Representative, you will deliver outstanding customer satisfaction by troubleshooting and resolving client issues, maintaining direct communication with customers, and guiding them to fully utilize Tive's product features and services.

Key Details

• This is a hybrid position requiring regular attendance at the Kosovo office in Pristina for training and meetings.
• Two shifts are available for candidates to choose from: 15:00 - 23:00 or 23:00 - 07:00 Pristina Time.

Candidate Profile

• 1 to 3 years of customer-facing experience in areas such as customer service, support, retail, or sales, including internships.
• Exceptional communication skills and a professional demeanor on phone and email.
• Strong interpersonal skills combined with dependability.
• Effective time management and organizational skills.
• Creative problem-solving abilities suitable for fast-paced environments.
• Empathetic and positive outlook, motivated to help customers achieve success.

Preferred Qualifications

• Experience collaborating with remote team members across various time zones.
• Background in the supply chain sector.
• Familiarity with customer support platforms like Hubspot and Salesforce.
• Multilingual communication abilities (e.g., German, Spanish, Mandarin).

Responsibilities

• Engage with customers to accurately identify and address their issues.
• Offer precise and prompt feedback to clients.
• Troubleshoot and resolve technical or service problems.
• Follow up to confirm problem resolution.
• Handle multiple open cases simultaneously and prioritize accordingly.
• Develop internal documentation and knowledge base articles to support the team.
• Escalate challenges to relevant departments when necessary.

Benefits

• A meaningful career opportunity with a company poised for significant impact.
• Autonomy and resources to innovate and contribute substantially.
• Collaborate with a dedicated and supportive global team.
• Flexible work options: office-based or hybrid, based on your preference.
• Competitive equity participation, fostering employee ownership in the company’s long-term growth.

Diversity & Inclusion

Tive celebrates diversity as a cornerstone of success and is committed to fostering an inclusive, respectful environment where all employees can thrive. The company is an equal opportunity employer dedicated to equality.