• Assigned and disseminates cases to Engineers.• Assisting Shippers and Carriers that are having issues with TMS application.• Creating, unlock and reset users account via TMS application.• Grant customers access to their Portal.• Handle critical customer issues are addressed quickly and effectively.• Escalate tickets to the higher escalation team if issues are beyond our scope.• Research, diagnose, and respond to client inquiries in an expeditious, thorough and… Show more • Assigned and disseminates cases to Engineers.• Assisting Shippers and Carriers that are having issues with TMS application.• Creating, unlock and reset users account via TMS application.• Grant customers access to their Portal.• Handle critical customer issues are addressed quickly and effectively.• Escalate tickets to the higher escalation team if issues are beyond our scope.• Research, diagnose, and respond to client inquiries in an expeditious, thorough and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.• Work with cross functional teams to troubleshoot and resolve complex problems.• Manage customer support to resolution knowing when to escalate issues and articulate the problem.• Reviewing EDI files to see if there is an issue with the EDI that the carriers are sending.• Document all customer interactions in an internal case management system including a clear root cause and implementation solution.• Identify, select, and manage cases to work on, determine root cause resolution workflows and purpose a solution to the customer.• Communicate and interact with customers with at all levels to understand the request and rapidly assess severity level. Show less