What are the responsibilities and job description for the Application Support Specialist position at Highway?
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. They expect a secure process and timely support for their carriers completing the process. The Application Operations Assistant Manager is responsible for ensuring Highway’s operational processes and application are optimized at all times to ensure that onboards occur in a timely manner and in a secure fashion. Your responsibilities are to monitor the onboarding process and analyze and address escalated issues of operational efficiency within the application.
Your role:
- The Application Operations Assistant Manager monitors Highway’s onboarding flow and serves as an escalation point for any issues within the process to ensure security and optimal functioning of the application.
- Responsible for overseeing carrier identity verification and user authentication and authority to ensure secure implementation of Highway’s Identity Engine and to prevent incidents of fraud.
- Gives oversight and direction to the Carrier support team that manages a high volume of support tickets and incoming phone calls, reviews response times by agents and works closely with the Operations Team in handling escalated cases that require additional oversight and review.
- Maintains the service of Highway’s application through monitoring, analyzing and review of any issues to ensure minimal downtime in the application and the timely completion of onboards.
- Makes and suggests updates to the application as required to address system bugs and issues and to ensure the accurate operation of the application.
- Other duties include troubleshooting technical problems and providing individual solutions for users of Highway’s application.
- 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
- Prior experience working in an Application Operations team for a software company preferred.
- Technical aptitude and analytical problem solving skills.
- Familiarity with tools such as Active Admin for Ruby on Rails.
- Experience with SQL and/or Microsoft Excel is preferred.
- Excellent communication skills and thrives in a fast paced and urgent environment.
- Highly organized with a proven track record of managing multiple priorities within a deadline driven atmosphere- demonstrating high critical thinking skills and ability to make business decisions under pressure.
- Must be comfortable directing the support team in regards to how to handle escalations that arise and fixes that may be required in the company’s application.
- Bachelor's degree in Computer Science, Information Technology or Business Administration highly preferred.
- Transportation and logistics background is a plus.