Product Support Specialist / Internal Application Support (Information Technology)
IntelliTrans, LLC (ITL), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a Product Support Specialist, to join our team in a hybrid role based in Conway, AR! This position requires on-site presence at least two days a week, so candidates must live within an hour's drive of location.
Summary: The Product Support Representative provides support for internal and external customers across various web based software applications. This role is responsible for assuring customer satisfaction by providing product training, customer service, and technical support. The Product Support Representative will troubleshoot customer problems via telephone, email, and/or online chat providing first call resolution.
Essential Duties and Responsibilities include the following. Other duties may be assigned
- Provides telephone, email, and/or online chat support for IntelliTrans products in a fast paced environment
- Works with customer implementation teams to schedule, monitor, and manage customer training sessions.
- Provides customer training on IntelliTrans products
- Responds to support requests and acts as a technical advisor for IntelliTrans products
- Logs support requests from customers and documents resolution to issues.
- Participates in testing of IntelliTrans products and provides input regarding customer problems, concerns, and requests for product enhancements/improvements
- Provides account retention activities
- Provides first and/or second level trouble-shooting of customer problems
- Generates customer reports by compiling and presenting data
- Documents problems, procedures, and activities associated with providing customer support
- Assists in the development of product documents to include installation guides, release notes, help documents and tutorials for use by customers
- Take ownership of every issue and see that each customer is satisfied with the result of the call or escalate to the appropriate resource manager.
Required Skills and Experience:
- Excellent Communication skills: writing, speaking, and listening
- Professional and friendly demeanor in both phone and email communications with the ability to make non-technical customers comfortable in system usage.
- At least 3 years related product/application support experience
- Strong customer interfacing skills
- Excellent troubleshooting, analytical and problem solving skills
- Strong organization skills
- Operates with a level of curiosity/inquisitive nature in seeking to uncover root cause of incidents and formulates potential solutions
- Desire and ability to understand how the business operates and apply that learning in supporting the company and its clients through quality technical and product support
- Builds and maintains expert proficiency in IntelliTrans' products and services
- Good working knowledge of Microsoft Office (Word/Excel)
- Knowledge of relational database concepts and SQL a plus.
Technical Skills and Experience:
- Systems/Software Support
- Microsoft Office 365
- Microsoft Teams
- Citrix
- MS SQL
- Jira Service Desk
- Zendesk
- Logistic experience in Trucking or Rail (preferred but not required)
Education Requirements: Bachelor's Degree in Information Technology or related area, or equivalent work experience.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Customer Support
