Afterhours/Weekend Technical Support Coordinator

Reports To: Customer Support Manager

Location: Monterrey, Mexico

Environment: Hybrid

Work Schedule:

This position is full-time, Thursday through Sunday and hybrid (in office Thursday and Friday; remote on the weekend) and we're looking for coverage in the following shifts:

Weekdays –

• 5:30 PM to 2:00 AM
• 1:30 AM to 10:00 AM

Weekends –

• 9:30 AM to 6:00 PM
• 5:30 PM to 2:00 AM
• 1:30 AM to 10:00 AM

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you're just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As a Customer Support Coordinator for MercuryGate Products working within Redwood Platform Services (one of our entities), you will be responsible for:

1. Actively resolving customer-facing technology-related issues and inquiries for both Managed and Technology-only accounts within Redwood
2. Serving as an additional administrative and/or technical resource on active project implementations
3. Learning on the fly and submerging themselves into a program designed to allow the resource the ability to acquire and develop skills needed to continue to grow within the team as opportunities become available
4. Communicating with both internal and external customers and resources

The ideal candidate will have a blend of operational, customer management, and analytical experience preferably gained within the transportation industry, with an emphasis on providing exemplary customer service and knowledge of technology and processes. A knack for problem-solving and quickly learning new skills (technical, process, or industry-related) are a plus.

This is a role focused on developing competitive technical and strategic skills while maintaining a high level of customer service required in today's rapidly evolving, technology-focused marketplace.

How You Make a Difference Everyday:

Actively Resolving Customer Technology Related Issues & Inquiries

• Respond to issue requests, notifications, and inquiries within specified time requirements
• Investigate and resolve issues and inquiries and provide timely updates from initial submission through resolution
• Coordinate with subject matter experts for additional training when resolution is unknown to be able to resolve similar requests in the future
• Regularly create or update documentation and training material in the Customer Support Knowledge Base

Serve as An Additional Resource on Active Project Implementations

• Attend internal and customer meetings throughout project implementation
• Perform administrative and technical tasks assigned by the project's Engagement Manager or Solutions Architect
• Assist in creating user guides and training material for product end users

You've Got This?

• Bi-lingual in English/Spanish; proficient level for verbal and written communication
• A 4-year degree from an accredited university is preferred, or an equivalent combination of education and transportation industry experience
• 1-2 years of demonstrated success working in either: operations, customer service, technology, or business analytics, preferably within the transportation Industry
• Experience with MercuryGate TMS preferred
• Experience with SaaS preferred
• Experience with integration technologies, understanding of various data formats such as XML/JSON, EDI, or hierarchal flat files, or an understanding of integration tools such as MuleSoft or the Altova suite of products a very strong plus but not required
• Experience with process, system integration, and database/data object relationship design
• Superior analytic skills to deliver value to Redwood Supply Chain Solutions customers
• Strong problem-solving and critical thinking skills
• Strong communication and interpersonal skills
• Ability to prioritize tasks and adapt quickly to changing needs/timelines while maintaining strong attention to detail
• A self-starter who is flexible, highly motivated, eager to learn, and enjoys working on a team

What We Offer:

• Access to experts and resources for your Learning & Development journey
• Opportunity for internal mobility
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Life Insurance policy for you starting 30 days after employment
• Personal Health Insurance coverage for you – Major Medical
• 30 days “Aguinaldo” Christmas bonus or prorated percentage your first year
• Vacation time starting at 12 days. Additional days will increase per Mexican Law
• Premium Vacation 50% vacation days (Prima vacacional)
• You will also receive benefits like Saving Plan (Fondo de Ahorro) and Food Coupons (Vales De Despensa) 6% or the Maximum amount by Mexican Law
• You will be provided a Cell Phone Allowance of $800 pesos per month minus applicable taxes

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company's needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual's actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.