What are the responsibilities and job description for the Product Support Specialist position at Tom McLeod Software Corporation?
Purpose of the Position: The Product Support Specialist provides first level technical support by actively investigating issues reported by customers. They will address procedural issues with the customer, as well as provide in-depth investigations on matters as it relates to the LoadMaster product. The PSS will work in conjunction with the customer support teams which may include any or all of the following: Engagement Managers, Account Relationship Managers, Business Analysts and Software Engineers with the goal of either resolving any issues for a customer or identifying appropriate modifications that may be needed to meet the customers’ needs.
Essential Duties and Responsibilities:
- Monitor Service Operations support queue to ensure accurate and timely issue resolution.
- Ensure issue resolution is in accordance with McLeod’s Service Level Goals.
- Communicate directly with customers via phone and/or email to gather necessary details regarding issues and convey issue resolution.
- Provide regular updates to customers and internal staff throughout the duration of an open request/project.
- Assist with identifying specific opportunities for improvements to business processes, custom modifications, training, upgrades, modules, interfaces, etc. that would be beneficial to the customer.
- Manage time efficiently to minimize non-billable work.
- Assists with internal product training.
Competencies:
- Ability to learn internal software and systems
- Strong documentation skills
- Strong problem solving and analytical skills
- Strong interpersonal and customer service skills
- Ability to work with varying organizational levels cross-organizationally
- Strong time management skills
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.
Education/Experience:
- High school diploma, or equivalent.
- Minimum of 4 years of experience technically supporting software for internal and external customers in a fast-paced environment.
- Intermediate knowledge of Microsoft Office.
- Working knowledge of DQL scripting and SQL Server preferred.
- Experience in transportation or logistics industry preferred.
- Experience with McLeod's suite of products or other transportation management systems (TMS) are preferred.
- Background in computer information systems, a plus.
- CCEP (Certified Customer Experience Professional) certification from CSIA (Customer Service Institute of America) must be completed within the first 60 to 90 days of employment.
Why McLeod?
At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. With over 650 full-time team members, we’re still growing while staying true to who we are. Our priorities stay where they belong: with our employees, our customers, and the continued growth of our business. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.