Transit Support Specialist II

The candidate will be responsible for handling the resolution of support issues including first-level contact assessment, problem identification and resolution, and communications with the customer. These include prioritizing, documenting, resolution, and follow-up on customer support requests. Problem resolution may involve the use of diagnostic equipment and/or computer-aided support tools, as well as collaboration with other team members and departments and/or research initiatives. Effective communication skills include understanding the customer’s perspective and the impact of the situation, consistent dialogue throughout the process of resolving the issue, and then follow-up to ensure the customer understands resolution, their expectations are met, and they are satisfied with the outcome.

The candidate is responsible to provide follow-on training after project closure. This is a strategic differentiation of this position within Avail as compared to our competition. The benefit is two-fold as it will facilitate a deeper understanding within the candidate of the system operation and use, but it also allows the candidate to build a closer relationship with the customer and gain a level of trust and understanding of their operations, all of which will lead to greater customer satisfaction and a reduced support burden long term.

The candidate will be a lead technical resource for the Support Manager. Establishing KPI’s, trainings, and measuring performance of team members will be required.

Qualified individuals are self-motivated and must gain an understanding of our products and customers with minimal guidance. They must be able to independently research system requirements and operations and they must be able to communicate effectively with other groups as needed to fulfill responsibilities. Good communication skills are needed.

Candidates must have the ability to think on their feet and will be asked to support multiple products and customers.

ESSENTIAL DUTIES/RESPONSIBILITIES:

  • A higher-level role for resolving, relaying, communicating and owning the responsibility for an issue or customer
  • Determine and execute team training sessions for support skills, customer retention, and product knowledge
  • With Support Manager, determine and measure Customer Support KPIs
  • Troubleshoot, escalate and respond to product support requests
  • Communicate software problems and issues to Product Integration
  • Report customer satisfaction issues to management and recommend corrective actions
  • Keep customer informed of issues that impact service or may result in dissatisfaction
  • Clearly document the processes and solutions to customer support issues
  • Monitor open support cases and resolve as appropriate
  • Deliver creative solutions for support issues

SKILLS:

  • Ability to guide and mentor team members
  • Ability to communicate effectively with co-workers, vendors, and other technical groups to enhance products and resolve customer issues
  • Technical troubleshooting skills as they relate to installed hardware, computer, and software
  • Working knowledge of computer hardware, software, and Windows operating systems
  • Working knowledge of Local Area Networks (LAN’s) including firewalls, Virtual Private Networks (VPN’s), and WLAN
  • Working knowledge of Databases and Queries (i.e.: T-SQL)
  • Ability to use common computer applications (i.e.: Word and Excel)
  • Be proactive and use independent judgment within established guidelines and procedures
  • Strong communication skills, oral, written, and phone
  • Demonstrated problem-solving and analytical skills
  • Ability to learn quickly & work independently
  • Demonstrate leadership by example

EDUCATIONAL REQUIREMENTS:

  • Bachelor of Science in Information Services Technology or related field
  • Associate degree plus 2 years related work experience
  • 5 years of experience in support call center processes preferred
  • Previous training experience preferred

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • While performing the duties of this job, the employee is regularly required to talk or hear/listen
  • While performing the duties of this job, the employee is regularly required to work with computers and keyboard
  • Candidates should be able to lift up to 40 pounds

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

TRAVEL: Occasional travel may be required

Avail Technologies is an Equal Employment Opportunity company.