Associate Product Support Rep

TransCore • Orlando, FL

3d

About The Position

TransCore (TRN) , a subsidiary of ST Engineering, is hiring two Associate Product Support Representatives to join our team in Orlando, Florida . Summary: Provides customer service support, product support, via telephone, fax, online chat, in-person and email for TransCore products and services. Manages customer information, provides account retention, and troubleshoots customer problems. Documents issues for customers in the Maintenance Online Management System (MOMS) and help desk application. This responsibility includes ensuring service requirements are protected and accounted for in accordance with set standards. Essential Duties and Responsibilities Include the following. Other duties may be assigned. Evaluates, and prioritizes Work Orders / Tickets generated by the system experiencing problems with hardware, software, networking, and other computer-related technologies. Monitors email and phone communication (both internal and external) to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies. Handles problem recognition, research, isolation, resolution, and follow-up for routine problems, referring more complex problems to supervisor or technical staff. Professional communication between clients via email, Technicians, and support via phone. Shift work will be required based on operational needs. Able and willing to work on the 1st, 2nd or 3rd schedule as assigned.

Requirements

• Typically requires 0-2 years of general work experience.
• High School diploma or general education degree (GED) required.
• PC literate; Windows, Microsoft Office.

Nice To Haves

• Post High School education is preferred.
• Familiarity with tolls system maintenance and repair is preferred.
• Linux OS, A+, preferred.

Responsibilities

• Provides customer service support, product support, via telephone, fax, online chat, in-person and email for TransCore products and services.
• Manages customer information, provides account retention, and troubleshoots customer problems.
• Documents issues for customers in the Maintenance Online Management System (MOMS) and help desk application.
• Evaluates, and prioritizes Work Orders / Tickets generated by the system experiencing problems with hardware, software, networking, and other computer-related technologies.
• Monitors email and phone communication (both internal and external) to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine problems, referring more complex problems to supervisor or technical staff.
• Professional communication between clients via email, Technicians, and support via phone.
• Shift work will be required based on operational needs.
• Able and willing to work on the 1st, 2nd or 3rd schedule as assigned.

What This Job Offers

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