Product Support - Intern

About the role

FourKites is actively seeking a Product Support Intern to join the team at their Chennai office. This internship position involves working directly with the product support function that helps customers get the most out of the FourKites logistics visibility platform. The intern will be embedded within a support team that handles customer inquiries, issue resolution, and product guidance on a daily basis. This role provides a valuable opportunity to learn how a real-time supply chain technology company serves its global customer base while contributing meaningfully to ongoing support operations.

Key facts

What you'll do

• Provide first-level product support to customers using the FourKites logistics visibility platform on a regular basis
• Help resolve customer issues related to shipment tracking, real-time updates, and delivery status inquiries through support channels
• Document all support tickets, customer questions, and known product issues in internal tracking and management systems
• Collaborate closely with engineering teams to escalate and track reported bugs, defects, and feature requests from customers
• Assist in creating and updating product documentation, knowledge base articles, and frequently asked questions for the support team
• Monitor customer feedback channels including email, chat, and phone to relay actionable insights to the product team
• Participate in internal training sessions and product walkthroughs to deepen knowledge of platform features and capabilities
• Support the customer onboarding process for new accounts, helping them configure their dashboards and get started quickly
• Help test new feature releases and beta programs, reporting any issues or inconsistencies found during trial periods
• Coordinate with sales and account management teams to address customer concerns and ensure a smooth support experience
• Contribute ideas for improving support processes and suggest ways to enhance the overall customer experience at FourKites
• Attend team meetings and share observations about common customer pain points and areas for product improvement

Requirements

• Currently pursuing a bachelor's degree in computer science, information technology, engineering, or a closely related field of study
• Strong written and verbal communication skills in English are essential for interacting with customers and internal teams effectively
• Basic understanding of logistics, supply chain, or transportation concepts is preferred and will be developed further during the internship
• Ability to work independently and manage multiple support tasks simultaneously in a fast-paced and dynamic work environment
• Familiarity with web-based SaaS products and general customer support workflows is considered a helpful advantage for this role
• Must be available for a full-time or part-time internship commitment during the current academic term or summer period
• Comfortable working with ticketing systems, internal databases, and support tools on a daily and consistent basis throughout the internship
• Eagerness to learn about logistics technology, platform architecture, and apply that growing knowledge to real support scenarios and tasks
• Willingness to adapt to shifting priorities and take on new responsibilities as the support team's needs evolve over time
• Attention to detail is important when documenting customer interactions, tracking issue resolution, and maintaining accurate internal records

Nice to have

• Prior experience in a customer support, help desk, or technical assistance role, even if gained through a volunteer or part-time position
• Knowledge of SQL or basic database querying skills would be helpful for troubleshooting data-related issues and understanding backend systems
• Experience with CRM platforms or support software such as Zendesk, Freshdesk, Salesforce, or similar ticketing and customer management tools
• Understanding of API concepts and how software integrations work between different systems to enable data flow and synchronization
• Background in supply chain, freight, or transportation industries would give a meaningful advantage when supporting logistics-focused customers

Skills & tools

• Proficiency with Microsoft Office Suite including Excel, Word, and PowerPoint for creating documentation and tracking support metrics
• Comfort with web browsers, cloud-based applications, and online collaboration platforms used in a distributed team environment
• Ability to navigate and learn new software tools quickly and independently without requiring extensive hand-holding or guidance
• Basic understanding of customer relationship management principles and support ticketing workflows that drive efficient issue resolution
• Familiarity with logistics or transportation terminology and common industry concepts used in supply chain visibility platforms
• Strong attention to detail when documenting customer issues, tracking resolution progress, and maintaining accurate internal support records
• Effective time management skills to handle multiple customer inquiries and support tasks within defined priority levels

Practical notes

• This internship is based in Chennai, India, and requires regular in-person attendance at the FourKites office location
• The internship duration and specific start date will be coordinated directly with the selected candidate based on their academic calendar
• FourKites provides a structured learning environment with mentorship from experienced product and support team members throughout the internship
• Candidates should be prepared to commit consistent and reliable hours each week for the full duration of the internship
• The intern will have opportunities to interact with cross-functional teams including product management, engineering, and customer success departments
• Performance during this internship may lead to consideration for future full-time roles or extended internship opportunities at FourKites