Platform Science
Transportation
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Specialist at Platform Science. Skills: Customer support, Technical analysis, Customer service. Handle incoming support calls. Manage tickets efficiently”
What You'll Achieve.
Maintain reputation for quality service; Aim for correct solution; Ensure prompt resolution; Ensure clean hand-off
Industry & Context.
Prompt resolution; Correct solution finding
What They're Looking For.
Must Have
Professional fluency in French, Professional fluency in Dutch, Good proficiency in English, Comfortable working in IT/software environment, Capacity to learn technical products quickly, High level of organizational skills, Reliable follow-through, Proactive attitude, Willingness to learn new products/tools/procedures
Nice to Have
Prior customer support experience
What You'll Do.
Handle incoming support calls
Manage tickets efficiently
Perform initial analysis of technical issues
Conduct validation calls with customers
Coordinate next steps with installers
Manage Return Authorizations tickets
Adhere to escalation policies
Adhere to support policies
Communicate effectively with customers
Communicate patiently with customers
Communicate professionally with customers
How You'll Work.
Communication Scope
Phone communication; Email communication
Full Job Description
Who We Are At Platform Science, we’re working to connect everything that moves. Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe. Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation. We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team. About the Role As a Customer Support Specialist, you are the first point of contact for our customers, handling inquiries via phone and/or email-created tickets. Your primary goal is to provide time-sensitive technical support and exceptional customer service for customers using our products and services. You will be responsible for prompt resolution, always aiming for a correct solution, and escalating issues when necessary. This is a crucial, high-impact role that maintains our reputation for quality service. Essential Responsibilities Support Triage: Handle all incoming support calls via triage, ensuring no calls are rejected, and manage tickets efficiently in assigned language queues on a FIFO basis. Technical Analysis: Perform initial analysis of reported technical issues, conduct validation calls with customers, and coordinate next steps with local installers. Return Authorizations: Manage Return Authorizations (RA) tickets precisely according to established company procedures. Policy Adherence: Adhere strictly to escalation and support policies to ensure prompt resolution or a clean hand-off to higher-tier technical support. Professional Communication: Communicate effectively, patiently, and pro
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