Job Description
Full job description
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.
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.
💡 Quick Summary
Seeking a career-building opportunity? The Product Support Specialist (Spanish Speaking) position is now open for candidates interested in the Retail & Wholesale sector. This role in Chicago offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Retail & Wholesale is a plus.
