Product Support Specialist – Schaumburg, IL

About WiseTech Global

WiseTech Global is changing the world of logistics through technology. We build products using the latest software tools and the best hardware platforms and take pride in delivering solutions that make a significant difference for our customers, partners, staff, shareholders, and the logistics industry at large.

Role Overview

We are seeking a Product Support Specialist to provide dedicated US time zone coverage within our Global Product Support team. This role is critical to delivering timely, high-quality support across multiple products while ensuring strong service level performance and exceptional customer experience.

Must be open to a Hybrid Schedule commute into the Schaumburg, IL Office

Key Responsibilities

• Ability to communicate fluently in English and Spanish preferred, to effectively support Spanish-speaking customers and stakeholders.
• Triage, troubleshoot, and manage customer-raised product support incidents across multiple products
• Provide professional, responsive support for customer phone inquiries
• Prioritize and manage multiple concurrent incidents while maintaining accuracy and attention to detail
• Facilitate escalation to engineering or senior support when required
• Document incidents, resolutions, and knowledge base updates to drive continuous improvement
• Collaborate with global support, product, and development teams to ensure seamless 24/7 coverage
• Maintain ownership of assigned queues and ensure SLA adherence

Experience & Skills

• 1-3 years of professional experience in a similar role or supply chain/logistics industry
• Experience troubleshooting customer-raised incidents in a software or technical environment
• Ability to work well independently as well as in an international, global organization
• Experience using ticketing systems and support tools
• Strong verbal and written communication skills
• Strong analytical and problem-solving skills
• Ability to excel and adapt in a fast-paced environment

Benefits & Perks

We invest in our people from day one. We offer a competitive base salary, paid time off, development opportunities in the form of education assistance, mentorship, LinkedIn Learning, and more!

Salary range: $50,000–$70,000 per year. Placement within the range will be based on qualifications, relevant experience, and demonstrated competencies throughout the interview process.

Before You Apply

From time to time, WiseTech Global may use an external service provider to assess applications on our behalf. Accordingly, by applying for this role and providing your personal information to WiseTech Global, you consent to WiseTech Global providing this information to our external service providers who are required to treat such information with strict confidentiality in line with privacy and data protection laws and regulations.

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