Tech Specialist (Overnight Shift)

| Austin, TX
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Who We Are

Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers’ experiences and our Mission and Vision

 

The Role

Overhaul is looking for energetic, analytical, and quality-focused team members to join our Fusion Hub and 24/7 Customer Support Team as Tier I Technical Support Specialist. 

The role of a Tier I Technical Support Specialist consists of utilizing Overhaul visibility software solutions to ensure Customers have the ability to provide required information for the monitoring and recover ability of their assets.  Tier I Technical Support Specialists also serve as key direct customer support team members by communicating with customers and their transportation vendors to facilitate excellent customer experiences and mitigate risk to critical commodities that move through the supply chain.

The Tier I Technical Support Specialist will play an active role in a key division of Overhaul Operations, utilizing our innovative software solutions. Duties will include following appropriate escalation protocols, collaborating with shippers, 3PLs, carriers, and drivers to facilitate comprehensive alignment in Standard Operating Procedures, and communicating follow-ups as needed at the transition of shifts. 

This is a shift work and hourly paid position reporting to the GSOC manager.


Duties include, but are not limited to:

  • Respond to Customer requests; replicate and troubleshoot any issues
  • Assist with the management of the Company’s communications, and information hardware and software, with primary responsibility to Customer’s platform and tablet requirements, TruckShield™, and their efficient integrations through omnichannel communications
  • Respond to customer support tickets to create detailed work logs and technical documentation
  • Collaborate with Account Management, Operations, and Customer Support Teams to ensure a thorough approach is taken to appropriately and comprehensively address customer needs
  • Maintain thorough awareness and understanding of Overhaul technology and service products
  • Fully execute protocols in relation to technical support, customer inquiries, and escalations
  • Escalate issues to Tier II Technical Support as needed, as well as set Customer expectations for follow up (i.e., when to expect a follow-up contact and from whom)


About you

  • Ability to handle and prioritize tasks while working in a remote environment (when remote is required)
  • Excellent communication skills
  • Positive and flexible attitude
  • Genuine commitment to excellent customer experience
  • Excitement around working with an innovative and collaborative team

 

Nice to have

  • Experience in a customer service role
  • Experience in a SaaS field
  • Experience in supply chain or related role
  • Bi-Lingual


Perks and Benefits

  • Top employee health and well-being benefits
  • 401(k) Matching
  • Caregiver/adoption/family leave
  • Employee Assistance Program
  • Self paced Development & Training program
  • Rotating company ‘Perks at Work’ program
  • Two weeks off per annual calendar year
  • Business casual dress
  • Free parking


Our Culture

We are guided by our core values of Diversity and Synergy, Creativity, Problem Solving, Authenticity and Receptivity, Trust, Encouragement, Teaching and Learning, Wellness and Integrity. These values help us recruit aligned talent to join our rapidly expanding team around the globe. It is important to us that every Overhauler is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.


Diversity and Inclusivity Statement

Overhaul has always been, and always will be, committed to diversity and inclusion. Our Overhaul Culture Code’s top listed commitment is to “Diversity and Synergy.”  All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strongly encourage people from underrepresented groups to apply! 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • FluxLibraries
    • ReactLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • MixpanelAnalytics
    • HotjarAnalytics
    • MiroDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • DriftCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM

An Insider's view of Overhaul

How would you describe the company’s work-life balance?

In an industry that never sleeps, it can be hard to pull away and prioritize self-care and time off. Overhaul leadership strongly enforces and reminds us to take PTO as often as we can. We’re also encouraged to take those moments throughout the day to recharge and refocus with daily dedicated blocks for body and mind movement hours.

Ash

Customer Success Manager

What does your typical day look like?

A typical day consists of observing multiple shipments to confirm arrival to their delivery locations with the product being untampered and answering any questions the team may have regarding process/shipments they are unsure of. We also monitor any shipment/destination creation requests and troubleshoot device issues with our client contacts.

Quintin

GSOC Supervisor

How has your career grown since starting at the company?

I can only describe it as: “a lot." I’ve been able to go beyond tech and into business and I appreciate the opportunities that have been given to me.

Ricardo

Principal Site Reliability Engineer

What’s the vibe like in the office?

Overhaul provides a great environment to work in. The lack of micro-management and a modern approach to mental health has made this job quite enjoyable. My team is formed of an extensive group of professionals with years of experience in the domain. We have a great synergy, working great as a team.

Alexandru

Watch Officer

What are Overhaul Perks + Benefits

Overhaul Benefits Overview

FULLY PROVIDED MEDICAL CARE
LEGAL/ID SHIELD PROTECTION
PET INSURANCE
TRAVEL ASSISTANCE PROGRAM
UNLIMITED PTO
FLEXIBLE SCHEDULES
TELEDOC HEALTH + TELEADVOCACY
401K PLAN AND MATCH
REMOTE, HYBRID, AND IN-OFFICE OPPORTUNITIES
DAILY BLOCKED BODY AND MIND MOVEMENT TIME

Culture
Open door policy
Team based strategic planning
Open office floor plan
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
The Healthcare FSA Allows you to use tax-free dollars for eligible health care expenses that are not covered by insurance for you, your legal spouse and your eligible dependents.
Disability insurance
Overhaul provides full-time employees with short-term and long-term disability income benefits.
Dental insurance
Overhaul's dental insurance helps pay for dental care and usually includes checkups, cleanings and X-rays.
Vision insurance
Overhaul’s vision policy covers routine eye exams and provides specified dollar amounts or discounts for the purchase of eyeglasses or contact lenses.
Health insurance
Overhaul provides medical insurance which is offered through United Healthcare (UHC).
Life insurance
Overhaul pays for the full cost of basic life and AD&D coverage for all eligible employees and you will be automatically enrolled into this benefit.
Pet insurance
Nationwide pet insurance helps you cover veterinary expenses so you can provide your pets with the best care possible without worrying about the cost.
Wellness programs
Team workouts
Mental health benefits
Your Mental Health & Advocacy package connects you with services to help navigate healthcare questions and personal life issues and stresses. Your teleadvocacy services are 100% paid for by Overhaul
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Online course subscriptions available

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