Associate Product Support Rep

TransCore • Orlando, FL

1d • Onsite

About The Position

Provides customer service and product support to customers via telephone, email, online chat, and other communication channels for TransCore products and services. Maintains customer information, supports customer retention efforts, assists with troubleshooting, and documents customer issues in the Maintenance Online Management System (MOMS) and other support applications. Ensures service requests are properly documented, tracked, and resolved in accordance with established procedures and service standards.

Requirements

• 0-2 years of general work experience
• High school diploma or General Education Development (GED) equivalent required
• Proficiency with Microsoft Windows and Microsoft Office applications
• Strong customer service, communication, and problem-solving skills
• Ability to accurately document information and maintain attention to detail
• Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

• Post-secondary education is preferred
• Familiarity with toll system maintenance and repair is preferred
• Linux operating system experience
• CompTIA A+ certification are preferred

Responsibilities

• Reviews, prioritizes, and processes work orders and support tickets related to hardware, software, networking, and other technology-related issues.
• Monitors email, phone, and other communication channels to promptly acknowledge, document, and respond to customer and internal support requests.
• Performs problem recognition, research, isolation, resolution, and follow-up for routine issues, escalating more complex issues to supervisors or technical support staff as appropriate.
• Communicates professionally with customers, technicians, vendors, and internal support teams through written and verbal communications.
• Accurately documents customer interactions, service requests, troubleshooting activities, and resolutions in designated applications and systems.
• Maintains established service levels and response standards while managing multiple priorities.
• May assist with customer account maintenance and support-related administrative activities.
• Shift work may be required based on operational needs. Must be able to work first, second, or third shift as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED