Support Specialist

Job Profile: Support Specialist 1st Level

Position: Support Specialist 1st Level
 Location: Milan, Italy
 Department: Support
 Reports to: Director of Global Support & Customer Success

About BlueRock TMS

BlueRock TMS is a global SaaS company specializing in transportation management solutions, dedicated to delivering top-tier customer experiences and innovative solutions. With operations across three continents and six offices, we are growing rapidly and committed to building a strong, scalable, and people-centric organization.

Role Overview

The Support Specialist 1st Level will provide frontline support to our customers, ensuring quick and effective resolution of inquiries and issues. This role is an excellent entry point for recent graduates, offering the opportunity to gain valuable experience in the SaaS industry. The Support Specialist will work closely with the Director of Global Support to deliver a seamless customer experience.

Key Responsibilities

Advanced Customer Support

• Respond promptly to customer inquiries via phone, email, and chat.

• Provide accurate information and support to customers, resolving issues on the first contact whenever possible.

• Educate customers on product features, functionalities, and best practices.

• Handle and defuse situations with stressed or frustrated customers, ensuring a positive support experience.

Respond promptly to customer inquiries via phone, email, and chat.

Provide accurate information and support to customers, resolving issues on the first contact whenever possible.

Educate customers on product features, functionalities, and best practices.

Handle and defuse situations with stressed or frustrated customers, ensuring a positive support experience.

Technical Knowledge and Troubleshooting

• Develop a thorough understanding of BlueRock TMS products and services.

• Perform initial troubleshooting and diagnosis of technical issues.

• Execute more straightforward adjustments for customers, such as JSON configurations and OpenL business rules.

• Escalate complex issues to 2nd-level support or relevant teams, ensuring all necessary information is provided.

Develop a thorough understanding of BlueRock TMS products and services.

Perform initial troubleshooting and diagnosis of technical issues.

Execute more straightforward adjustments for customers, such as JSON configurations and OpenL business rules.

Escalate complex issues to 2nd-level support or relevant teams, ensuring all necessary information is provided.

Platform Monitoring and Communication

• Monitor platform performance and proactively identify potential issues.

• Assist in communication during outages, availability issues, and performance drops.

• Document customer interactions and technical issues in the support ticketing system accurately and comprehensively.

Monitor platform performance and proactively identify potential issues.

Assist in communication during outages, availability issues, and performance drops.

Document customer interactions and technical issues in the support ticketing system accurately and comprehensively.

Continuous Improvement

• Participate in ongoing training and development to maintain and enhance technical and customer service skills.

• Provide feedback to the Director of Global Support on recurring customer issues and potential areas for improvement in support processes.

• Contribute to the development of support documentation, FAQs, and other resources.

Participate in ongoing training and development to maintain and enhance technical and customer service skills.

Provide feedback to the Director of Global Support on recurring customer issues and potential areas for improvement in support processes.

Contribute to the development of support documentation, FAQs, and other resources.

Success Metrics

• Time to Respond: Maintain a quick response time to customer inquiries.

• First Contact Resolution Rate: Aim to resolve most issues on the first contact.

• Customer Satisfaction: Ensure high customer satisfaction scores through practical and empathetic support.

• Number of Escalations: Minimize the number of issues escalated to higher-level support.

Time to Respond: Maintain a quick response time to customer inquiries.

First Contact Resolution Rate: Aim to resolve most issues on the first contact.

Customer Satisfaction: Ensure high customer satisfaction scores through practical and empathetic support.

Number of Escalations: Minimize the number of issues escalated to higher-level support.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or currently pursuing a degree.

• Strong interest in IT infrastructure and SaaS products.

• Basic knowledge of JSON configurations and business rules management (e.g., OpenL) is a plus.

• Excellent written and verbal communication skills in English; additional languages are a plus.

• Ability to handle stressful situations and manage customer expectations effectively.

Bachelor’s degree in Computer Science, Information Technology, or a related field, or currently pursuing a degree.

Strong interest in IT infrastructure and SaaS products.

Basic knowledge of JSON configurations and business rules management (e.g., OpenL) is a plus.

Excellent written and verbal communication skills in English; additional languages are a plus.

Ability to handle stressful situations and manage customer expectations effectively.

Skills and Competencies:

• Strong problem-solving and analytical skills.

• High level of empathy and customer-centric mindset.

• Ability to work independently and as part of a team.

• Excellent organizational and time management skills.

• Familiarity with support tools and systems, such as ticketing and monitoring, is a plus.

• Familiarity with the logistics sector is a plus. 

Strong problem-solving and analytical skills.

High level of empathy and customer-centric mindset.

Ability to work independently and as part of a team.

Excellent organizational and time management skills.

Familiarity with support tools and systems, such as ticketing and monitoring, is a plus.

Familiarity with the logistics sector is a plus. 

What We Offer

• A dynamic, global work environment in a fast-growing SaaS company.

• The opportunity to help shape and build the Global Support Department.

• A competitive salary and benefits package.

• Flexibility in working arrangements.

A dynamic, global work environment in a fast-growing SaaS company.

The opportunity to help shape and build the Global Support Department.

A competitive salary and benefits package.

Flexibility in working arrangements.

Our hiring process

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BlueRock TMS is an equal opportunities employer. We take pride in our diverse workforce and inclusive workplace. Within a small team of open-minded talents, we ensure an attractive learning environment that you are looking for!