Customer Support Specialist

Location: Laredo, TX (Hybrid)

Job Type: Full-Time

IMEXSOL LLC provides software solutions focused on U.S. trade operations, carrier management, and logistics services. Our technology helps customers manage customs-related processes, transportation activities, and operational workflows more efficiently.

We work closely with customs brokers, importers, exporters, carriers, and logistics providers by delivering reliable software tools that support their day-to-day operations.

IMEXSOL is seeking a motivated Customer Support Specialist to join our team. This role serves as the primary point of contact for customers who need assistance using IMEXSOL software applications.

The ideal candidate will provide exceptional customer service, troubleshoot software and user issues, assist customers with system navigation and data-related questions, and coordinate with internal teams to ensure timely resolution of customer requests.

This position is ideal for someone who enjoys helping customers, solving problems, and working with technology in a fast-paced environment.

• Respond to customer inquiries via phone, email, and ticketing systems.
• Assist customers with questions regarding system functionality, workflows, and data entry.
• Troubleshoot software-related issues and help identify the source of problems.
• Reproduce reported issues and gather relevant information for escalation when necessary.
• Escalate complex technical issues to development or senior support personnel.
• Follow up with customers to ensure issues are resolved in a timely manner.
• Document customer interactions, issues, resolutions, and follow-up activities.
• Maintain a high level of customer satisfaction through professional and responsive support.
• Assist with software testing and validation of fixes when requested.
• Identify recurring issues and provide feedback to improve software usability, documentation, and support processes.
• Create and maintain knowledge base articles, training materials, and user guides.

• Strong customer service and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to troubleshoot software applications and web-based systems.
• Strong analytical and organizational skills.
• High attention to detail and accuracy.
• Ability to manage multiple tasks and priorities effectively.
• Proficiency with Microsoft Office and common business software tools.
• Ability to work independently and collaboratively in a hybrid work environment.

• Previous experience in customer support, technical support, help desk, logistics, transportation, or customs brokerage environments.
• Experience preparing, reviewing, or filing U.S. Customs import documentation.
• Familiarity with U.S. Customs and Border Protection (CBP) processes and trade operations.
• Experience using customs brokerage, logistics, transportation management, or operational software systems.
• Basic understanding of SQL, software testing, or data troubleshooting.
• Bilingual English/Spanish proficiency.

• High school diploma or equivalent.
• Strong customer service, communication, and problem-solving skills.
• Ability to learn new software applications and business processes quickly.
• Comfortable working with multiple systems and managing competing priorities.
• Strong attention to detail and organizational skills.

• Experience in customer support, technical support, logistics, transportation, customs brokerage, or related industries.
• Experience preparing, reviewing, or filing U.S. Customs import documentation.
• Familiarity with customs brokerage operations, freight forwarding, or cross-border logistics processes.

• Provides timely and professional customer support.
• Effectively diagnoses and documents customer-reported issues.
• Maintains strong customer relationships through clear communication and follow-through.
• Works collaboratively with internal teams to resolve issues efficiently.
• Contributes to continuous improvement of support processes and customer experience.

• Opportunity to work with a growing technology company serving the logistics and transportation industry.
• Collaborative team environment with opportunities for professional growth.
• Exposure to international trade, transportation, and supply chain operations.
• Hybrid work flexibility.
• Competitive compensation and benefits.