TransCore (TRN), a subsidiary of ST Engineering, is seeking a Product Support Lead to join our team in Orlando, Florida.

Summary: The Product Support Lead is a key figure in our 24/7 operational setup, responsible for delivering expert support to both shift staff and customers utilizing various communication channels such as telephone, fax, online chat, and email for TransCore products and services. This role involves managing staff and customer data, ensuring robust account retention, and swiftly resolving customer issues. Maintaining adherence to service standards is paramount, as is overseeing staff scheduling for optimal coverage. Additionally, the Product Support Lead meticulously documents staff performance and attendance, provides coaching and counseling as needed, and collaborates closely with both Technicians and Support staff to address escalations effectively.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Initiates leadership by motivating others, sharing information, recognition and empowerment.
• Accountable for the productivity and performance of their direct team.
• Accepts leadership role in projects, teams or tasks that are of the highest level of difficulty or require a higher level of communication or skill.
• Responsible for ongoing training of direct team.
• Maintains a high level of product knowledge and keeps all members of the Customer Service area up to date on product releases and new features/functionality.
• Verifies and reports system issues.
• Takes escalations from direct team and functions as an advisor and lead for TransCore Support Products.
• Establishes and maintains effective and productive working relationships within Customer Solutions as well as in the Sales to support effective service to customers and ensure proper routing of calls.
• Provides/performs account retention activities.
• Identifies sales opportunities.
• Provides telephone, fax, online chat, and email support for TransCore products.
• Respond to help ticket issues and functions as a technical advisor for TransCore supported products.
• Takes escalations from FM Support representatives.
• Responds and resolves billing inquires.
• Assists Product Managers and Engineering staff with product development by relaying customer problems, concerns and requests.

Supervisory responsibilities: This position will not have any supervisory responsibilities.

Education: High school diploma or general education degree (GED).

Required Skills and experience:

• Proficiency in Windows OS, Microsoft Office 365, Jira, and Linux systems.
• Strong troubleshooting skills and experience in customer service.
• Excellent written and verbal communication skills.
• Proficient in data entry with attention to detail.
• Effective communication and mechanical aptitude.
• Willingness to work shifts as per operational requirements, including 1st, 2nd, or 3rd schedules as assigned.

Desired Skills and qualifications:

• Flexibility for shift work based on operational demands, including availability for 1st, 2nd, or 3rd schedules as needed.
• Proficiency in Linux command line.
• Experience with Windows Server administration.
• Familiarity with Windows OS.
• Knowledge of Jira software for task management and issue tracking.

Knowledge: Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.

Job Complexity: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel.

Supervision: Determines methods and procedures on new assignments, and provides guidance to other personnel.

Experience: Typically requires a minimum of 3 years of related experience.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.