Support Agent (m/w) – 100 %

Location: Remote

Company:

MyCargoGate Group is a leading logistics company specializing in cross-border eCommerce, headquartered in Switzerland with subsidiaries in Germany and Spain. With 95% of our business dedicated to customs clearance, we are at the forefront of ensuring seamless global trade operations.

We are looking for a Support Agent (m/w) – 100% – Remote to be the first point of contact for our customers, providing initial technical support and troubleshooting assistance. If you are passionate about delivering exceptional customer service, thrive in a fast-paced environment, and have expertise in customer support, we’d love to hear from you!

What you will do:

  • Responding promptly and professionally to customer and employee inquiries for a positive experience.
  • Documenting and tracking all customer issues and resolutions accurately in the ticketing system.
  • Escalating complex or unresolved issues to Level 2 support or the relevant departments.
  • Providing expert Level 2 support for business configurations, addressing technical challenges with ease.
  • Staying up-to-date with product knowledge and support procedures.
  • Driving the continuous improvement of our IT Service Management (ITSM) processes, optimizing efficiency and service quality.
  • Enhancing the knowledge base by contributing to valuable content and resources for both customers and internal teams.
  • Identifying recurring incidents, analyzing root causes, and proactively implementing solutions.
  • Publishing clear and insightful ITSM dashboard indicators, keeping the team informed and aligned.

What you will need:

  • High school diploma or equivalent; additional technical certifications or relevant coursework is a plus.
  • Previous experience in customer service or technical support, with a focus on providing exceptional support.
  • Excellent verbal and written communication skills to engage with customers effectively and professionally.
  • Strong problem-solving abilities and keen attention to detail for troubleshooting and resolving customer issues.
  • Ability to work independently while being a collaborative team player.
  • Customer-focused mindset, with a positive, professional attitude and a passion for delivering great service.
  • Proficiency in English is a must.
  • Any additional langages is a plus (German or Spanish).

What we offer:

  • A unique opportunity to make a meaningful impact in a fast-growing and innovative logistics company.
  • A competitive salary that reflects your expertise and contributions.
  • Flexible work arrangements, including remote work options, to support your work-life balance.
  • The chance to take on a key role in shaping the future of an industry leader, with real opportunities for career growth and development.
  • A collaborative and forward-thinking work environment that values your ideas, fosters innovation, and encourages professional growth.

How we proceed:

Our hiring decisions are based on a comprehensive evaluation across four key areas: technical skills, professional competencies, mindset, and values. The selection process consists of the following steps:

Step 1 – Application review: Our HR team and the hiring manager will carefully assess your application. You can expect a response within two weeks regarding the next steps.

Step 2 – Role & culture assessment: Shortlisted candidates will be invited for a interview with the hiring manager and the HR to discuss the role and to assess how well you match the company culture.

For highly technical positions, there may be additional interview or assessment.

Ready to take your career to the next level? Apply today and be part of our success story!

Please send your application to recruitment@mycargogate.com