Customer Solutions Analyst

About the Company :

Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points : who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.

Role Description

Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. Freight brokers use Highway to onboard over 10,000 carriers a day. The Customer Solutions Analyst I is responsible for creating an exceptional experience for customers through problem solving, timely communication and partnering internally with the appropriate stakeholders.

Your role :

• Ensures an improved customer experience by using insights within the application to problem-solve and address any customer issues.
• This includes managing a high volume of Customer inquiries and developing strategies to resolve customer concerns in a timely manner that meet Highway’s SLAs.
• Work closely with the Customer Success team in handling escalated cases that require additional oversight and review.
• Handles escalated inbound support phone calls as needed, responds to escalated tickets and troubleshooting as required within Active Admin for Highway’s application.
• Maintains the exceptionally high levels of service with a focus on NPS scores and analyzes issues to ensure minimal downtime in the application and the timely completion of customer inquiries.
• Makes and suggests updates to the application as required to address system bugs and issues and to ensure the accurate operation of the application for customers.
• Other duties include troubleshooting technical problems and providing individual solutions for Highway's customers.
• Demonstrate responsiveness in responding to internal and external communication with the ability to manage multiple priorities at one time.
• Work cohesively with other members of the Highway Team in an effort to serve our customers well.

Qualifications