Associate Product Support Rep

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

Job Summary: Provides customer service and product support to customers via telephone, email, online chat, and other communication channels for TransCore products and services. Maintains customer information, supports customer retention efforts, assists with troubleshooting, and documents customer issues in the Maintenance Online Management System (MOMS) and other support applications. Ensures service requests are properly documented, tracked, and resolved in accordance with established procedures and service standards.

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

• Reviews, prioritizes, and processes work orders and support tickets related to hardware, software, networking, and other technology-related issues.
• Monitors email, phone, and other communication channels to promptly acknowledge, document, and respond to customer and internal support requests.
• Performs problem recognition, research, isolation, resolution, and follow-up for routine issues, escalating more complex issues to supervisors or technical support staff as appropriate.
• Communicates professionally with customers, technicians, vendors, and internal support teams through written and verbal communications.
• Accurately documents customer interactions, service requests, troubleshooting activities, and resolutions in designated applications and systems.
• Maintains established service levels and response standards while managing multiple priorities.
• May assist with customer account maintenance and support-related administrative activities.
• Shift work may be required based on operational needs. Must be able to work first, second, or third shift 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 abilities required.

• Typically requires 0-2 years of general work experience.
• High school diploma or General Education Development (GED) equivalent required.
• Post-secondary education is preferred.
• Proficiency with Microsoft Windows and Microsoft Office applications.
• Strong customer service, communication, and problem-solving skills.
• Ability to accurately document information and maintain attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with toll system maintenance and repair is preferred.
• Linux operating system experience and CompTIA A+ certification are preferred.

Physical Demands / Work Environment

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position, with or without reasonable accommodation.

While performing the duties of this position, the employee is regularly required to sit for extended periods of time and frequently use a computer, keyboard, mouse, and telephone headset. The employee must be able to communicate effectively with customers, coworkers, and other business partners.

The work environment is primarily an office setting with a moderate noise level.

TransCore complies with applicable federal, state, and local laws regarding reasonable accommodations for qualified individuals with disabilities.