Associate Product Support Rep

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 and Qualifications 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.  

• Typically requires 0-2 years of general work experience.


• High School diploma or general education degree (GED) required.


• Post High School education is preferred.


• PC literate; Windows, Microsoft Office.


• Familiarity with tolls system maintenance and repair is preferred.


• Linux OS, A+, preferred.

Physical Demands/Work Environment 
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 sit for extended periods of time. Requires frequent use of keyboard and mouse, must be able to wear a headset for prolonged periods. The noise level in the work environment is usually moderate.                

 * TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.