Customer Support Specialist

BuyCo digitalizes and simplifies container shipping operations with a motto: “Shipping made easy!”.
Rapid, intuitive, automatized, our collaborative platform makes it possible for shippers:

• to prepare, realize and monitor their transport operations,
• to work in a collaborative way internally and with all their partners,
• to get visibility on their flows and documents, and
• to collect and analyze data in order to continuously improve their supply chain.

Supply Chain digital transformation is our mission thanks to our SaaS solution which offers a unique experience to its users.

BuyCo was born in 2015 from a team experienced in the maritime transport and innovative technologies sectors. Based in Marseille inner city center, and in Paris in the 8th arrondissement, the team reaches almost 50 people.

Solidly funded, BuyCo has a very ambitious development plan with the adding of ever more innovative features on its platform and a growth acceleration thanks to new clients, especially abroad.

If you are motivated, creative, result-oriented, join the adventure to disrupt the maritime Supply Chain!

We are hiring a Customer Support Specialist for being part of the Customer Support Team and thus constitute the right level of customer support necessary for processing requests from our customers and for the proper functioning of our solution.

Main Scope

Customer Support Specialist handles the tickets from customers. They have a good knowledge of the platform and experience in solving customer problems relevant to them and can guide/help the support team to work on troubleshooting.

They are synthetic and able to understand and identify potential issues. With their good understanding and knowledge of the business and the solution, they are able to anticipate any critical situation through the analysis of KPIs and thanks to their communication skills, able to communicate quickly to the other teams.

Key responsibilities

• Manage tickets that are routed to L1
• Diagnose, troubleshoot, understand and resolve business and basic technical issues
• Ensure solutions solve the root cause of problemsWrite step-by-step processes, solutions, and ticket updates
• Handle questions/issues related to carriers connection and EDI Messages
• Focus on customer EDI/API while providing a best-in-class level of customer service
• Support and test relation between customers, our platform and third parties (Shipping Lines, INTTRA, CargoSmart…) using FTP, SFTP, AS2, API, etc
• Run reports (spot and regular ones) requested by either customers or internal needs
• Develop analysis and KPIs (data quality asses) requested by management to follow and monitor the growth and health of the BuyCo platform

• Minimum 2-3 years of experience in a support team
• Experience in the Transport, Logistics, and Supply chain software industry is a plus
• Basic knowledge of EDI (setups, mapping, testing, etc.) required
• Impeccable organizational skills with the ability to multitask and deliver results quickly
• High-level experience in methodologies and processes to manage large-scale databases
• Demonstrate experience in handling large data sets and relational databases
• Friendly with numbers and analytics tools
• Understanding of addressing and metadata standards
• High-level written and verbal communication skills
• Fluent in English and French. Spanish will be a plus
• Strong business engagement experience
• Curious and autonomous

1. HR Phone screen
2. Hiring manager interview
3. Case study
4. Final interview with our VP Customer Success