Customer Support (CSR)

Company Overview

PortPro is an AI-driven technology company transforming the drayage industry through a web-based transportation management platform. Our technology helps carriers streamline operations, improve efficiency, and modernize critical supply chain processes.

Key Responsibilities

• Manage assigned tickets from intake through confirmed resolution.
• Investigate and troubleshoot software, workflow, configuration, and integration concerns.
• Respond to customers through email, phone, chat, and virtual meetings.
• Provide timely, clear, and accurate updates throughout the ticket lifecycle.
• Meet with customers to gather information and perform technical troubleshooting.
• Provide light product training and guidance on system functionality and best practices.
• Assist with supported configurations, including domain email setup and QuickBooks Desktop integrations.
• Document reported behavior, troubleshooting, findings, impact, and next steps.
• Coordinate with Development, Product, and Operations teams when additional review is required.
• Track internal follow-ups, validate completed work, and confirm the customer's request has been resolved.
• Maintain accurate ticket statuses, notes, responses, and supporting documentation.
• Identify recurring concerns, product gaps, and training opportunities.
• Contribute to knowledge base articles, FAQs, walkthroughs, and customer resources.