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Senior Product Support Specialist

Company: Info Tech, Inc
Location: Gainesville
Posted on: November 11, 2019

Job Description:

Infotech is seeking multiple Senior Product Support Specialists to join our AASHTOWare Products, Analysis and Support division.

Who We Are

If you are driving on a highway in North America, there is a good chance that software developed by Infotech was used to build it. In the U.S., 44 of the 50 state transportation agencies use Infotech-developed software to manage their road construction projects.

With a diverse workforce and collaborative, relaxed environment, Infotech is a Gainesville-born pioneer of innovation, committed to its family of employees, customers and community. We promote a culture of growth and support our employees to develop into thought-leaders and innovators within our industry. In business for over 40 years, we are known for our people-first culture, work-life flexibility and outstanding employee retention rates.

What We Are Looking For

At Infotech, we strive to build long-term customer relationships. As a Senior Product Support Specialist you will be at the heart of this guiding principle by ensuring Infotech customers experience maximum success while using the AASHTOWare Project Suite.

You will provide direct customer support on a designated product module (Construction and Materials, Civil Rights and Labor, etc.). Investigating and troubleshooting potential errors reported by users, you are a relentless problem solver and probably spent your childhood setting records for solving Rubik's Cubes. You aren't afraid to take a deep dive into complicated issues, but you also know when and how to emerge from these rabbit holes.

While you may not have studied computer science, you are naturally interested in technology. You are able to walk the line and translate between software engineers and non-technical users to understand issues and work to create systemic solutions that improve customer satisfaction and product functionality.

Most importantly, you are passionate about being of service to others. You ensure prompt, but patient resolution to any issues our users face and work to develop lasting relationships with customers.

Typical Duties Include

* Learning designated product portfolios inside and out. Work closely with engineers, implementation and development analysts and other internal employees to diagnose current challenges and likely future issues.

* Quickly and accurately determining the issue, scope, impact, and priority triaging to the right pathway & track issues to resolution.

* Responding to emails and phone calls from users with the right balance of patience and clear communication.

* Collecting information and documenting bugs for product issues that are impacting customers.

* Reporting on thematic trends with product issues to improve product development and delivery.

* Testing new releases and providing training to customers.

Minimum Qualifications

* Bachelor's degree in a related or technical field and 2 years' relevant experience; or equivalent combination of education and experience.

Preferred Qualifications

* 4+ years' progressive experience in technical customer service or as client service representative

* Experience in the software development industry

* Drive and persistence to investigate questions and track down solutions; curiosity to pursue solutions and learn new functionality as needed

* Excellent verbal & written communication skills, including the ability to clearly and confidently communicate technical information and work with enterprise customers and handle customer escalations with skill and compassion

* Past experience or knowledge of the road/infrastructure industry is a plus

Technical Skills

* Knowledge of or ability to quickly learn customer relationship management systems and computer telephony integration technology such as Salesforce and Cisco Agent

* Computer hardware and software knowledge (e.g., Microsoft Office Suite, word processing software, internet browsers, firewalls, anti-virus software, etc.)

* Basic knowledge of software programming concepts (e.g. SQL, XML, etc.)

Other Requirements

This position may require occasional travel (10-25%)

HIRING TIMELINE AND APPLICATION INSTRUCTIONS
Multiple openings available. Position will be open until filled. Cover letters are strongly encouraged.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Keywords: Info Tech, Inc, Gainesville , Senior Product Support Specialist, Other , Gainesville, Florida

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