OUR COMPANY ABOUT US

FourKites brings real-time transportation data into a unified system of record. FourKites is re-shaping the logistics industry for real-time transparency and efficiency.FourKites provides comprehensive real-time tracking and supply chain visibility solutions across transportation modes and digital platforms.

We have Fortune 100 shippers and Transporters, Top 25 Freight Brokers as our customers.

FourKites India Private Limited based in Chennai is a wholly owned subsidiary of FourKites, Inc. and is responsible for engineering the technology that powers FourKites logistics platform. We offer great benefits and a world of opportunity for those who excel.

We are Hiring for Associate – Product Support at Chennai (two Years bond)
Job Description
  • Provide first point of contact for FourKites customers, partners & consultants to Research, troubleshoot, replicate and test product problems, bugs and client configurations as well as general application and technical questions. This entails intake, logging, and research of incoming customer cases via phone, email, and chat.
  • Coordinate, negotiate and set expectations on priorities & resolution deadlines with customers (diplomatically done in difficult client situations).
  • Track issue progress and provide regular updates to clients until incidents are resolved.
  • Interface with Development, QA and Consulting Services as needed to resolve customer issues.
  • Research root cause and suggest corrective action to further enhance the customer experience and improve the FourKites product
  • Contribute to the creation and maintenance of electronic content / documentation / knowledge for customers to support problem prevention efforts.
  • Report high visibility cases, escalations, and customer trends to management
  • Develop a depth & breadth of application/technical knowledge within the product line in more than one product area
  • Maintain an up-to-date and in-depth knowledge of current product releases and support policies.
  • Initiate and participate in process improvements within the product line
  • Be part of weekend rotation for 24/5 customer emergencies
  • Work as a part of a global team and coordinate customer support issues among different support sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and quality.
  • Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible. Identify & document areas and possibilities where proactive efforts can prevent new cases.
  • Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done)
Required Soft Skills
  • Excellent Verbal & written communication skills
  • Excellent Problem Solving & Analytical skills
  • Detail Oriented
  • Self motivated & resourceful
  • Ability to multitask & work independently as well as collaboratively in a global team environment
  • Ability & initiative to learn new products & technology quickly
  • Ability to work under pressure and handle difficult & escalated customer situations with diplomacy & tact
Desired Technical Skills
  • Understanding of SQL statements and how they are executed.
  • Ability to read and decipher software logs and trace files, as well as the ability to act upon the finding to determine a problem resolution.
Perks/benefits
  • Awarded as Great Place to Work
  • Macbook Air or Macbook Pro
  • Work with Fortune-100 customers
  • Cutting edge Technologies
  • Online self paced learning portal
  • Course and trainings reimbursements
  • Free 24/7 snacks & beverages
  • Catered lunch on Fridays
  • Annual Health check-ups
  • Medical, Accident and Life coverage
  • Standard Retirement benefits
  • Night Shift Allowance as per the company policy
Salary Range 4.0 Lakhs per annum
Specialization Computer Science and Information Technology
Qualification BE / B.Tech
Process of selection
  • First Naukri Test
  • Group Discussion – Case Study
  • Peer Interview
  • Manager Interview
  • Executive Interview
  • HR round
  • Offer Release
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