What are the responsibilities and job description for the Web Portal Support Specialist position at 2020 Cubic Transportation Systems, Inc.?
Business Unit: Cubic Transportation Systems Company Details: Reporting to the Clipper Program Sr. Services Director within North America (NAM) Service Operations, the Web Portal Support Specialist provides technical training, guidance, and assistance to the Clipper Institutional and Transit Benefit Program web portal users. Delivers a customer-centric experience by identifying, resolving, and pre-empting user issues and championing changes to portal to improve user experience. Responds to customer questions and problems, develops new and enhanced support strategies, maintains product knowledge, and reports issues and bugs to Design and Engineering departments for resolution. Collaborates with Clipper team and wider groups as necessary. The Specialist is expected to attain highest level of understanding of portal functionality and act as Program subject matter expert. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and some decision-making authority. Job Details: DUTIES AND RESPONSIBILITIES: Provide basic training via video conferencing to identified users on how the portal works, provide documentation, and walk through basic operations. Maintain and update existing portal training, manual and support material for employers, institutions and transit operators as required. Create new organizations within the Customer Management Console (CMC). Assist program administrators to configure accounts to determine internal access within the web portal. Assist the program administrators via phone and email with training and clarifications regarding all application functionalities. Manage payment activity by responding to payment processing questions and pursuing payments not received. Liaise with the Clipper technical and engineering teams to define and resolve technical issues and bugs and provide feedback for future enhancements. QUALIFICATIONS, BACKGROUND AND EXPERIENCE: Education in business administration, information systems, or relevant field, and/or the equivalent of 1-2 years’ experience in application and technical support, and user experience/design. Solid understanding of basic computer functions, file sharing and how browser-based applications work. Excellent verbal and written communication skills to effectively explain technical issues to non-technical users, both in a training environment and ongoing support. Strong analytical skills to diagnose web-based application issues and explain them in detail to a wider internal audience for resolution. Experience with JavaScript, Java, running SQL in SQL Developer, and understanding of basic Linux (CentOS) commands and Kubernetes are big pluses. Experience with public transit programs a plus. Cubic Pay Range: $52,000.00 - $113,000.00 benefits. The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. Worker Type: Employee Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global challenges through innovation and service to our customers and partners. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Cubic is dedicated to providing a comprehensive employee benefits program. All regular, full-time and part-time employees (working an average of 20 hours per week) are eligible for benefits that are effective on the first day of employment. Cubic offers medical, dental and vision insurance, company-paid disability (company continues full pay and benefits for up to six weeks), life insurance options, critical illness and accident coverages, Flexible Spending Accounts, a pre-paid legal plan, travel accident insurance, an award-winning well-being program which includes an employer-funded lifestyle spending account, up to six weeks of paid parental leave, and a 401k Retirement Plan with a company match. Employees can also take advantage of backup childcare, pet care, pet insurance, virtual tutoring, and a tuition reimbursement program. Many locations follow a 9/80 work schedule with time-off policies to help encourage employees to take time for rest and relaxation. Full-time salaried employees are eligible to participate in Cubic’s flexible time-off arrangement. Part-time and hourly employees accrue paid time-off (PTO)/Sick leave at a rate of 5.23 hours bi-weekly. Lastly, Cubic provides its employees 11 paid holidays throughout the calendar year. With a presence in over 60 countries and more than 5,000 employees worldwide, Cubic is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, national origin, military or veteran status, and any other basis protected by applicable law. For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com. Follow us on LinkedIn!
Salary : $52,000 - $113,000