Product Support Lead

1 week ago

Houston, United States TransCore Full time
TransCore (TRN), a subsidiary of ST Engineering, is a seeking full-time ITS Product Support Lead to join our team in Houston, TX

Job Summary: The ITS Product Support Lead directs and leads a team of Product Support Representatives of the Houston Maintenance and Monitoring Center (MMC). The PSRs provide a high level of expertise and serve as a front-line defense to supporting TransCore’s Customer and Products. The Product Support Lead is an escalation point for all teams within the MMC. This is accomplished by providing leadership, coaching/mentoring and training Product Support Reps. A Product Support Lead is required to assist the Product Support Management team by serving as an operational quality assurance checkpoint.

Essential Duties and Responsibilities

  • 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 team 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 supported products.
  • Provides telephone, online chat, and email support for TransCore products.
  • Respond to help ticket issues and functions as a technical advisor for TransCore supported products.
  • Other duties as assigned.
General Job Requirements:
  • This is a full-time position, MMC is 24/7, thus there is a potential to work shift work.
  • Ability to adhere to all company policies and procedures.
Education: High school diploma or general education degree (GED) required. B.S. degree in Computer/Information Systems or related field preferred.

Experience: Typically requires a minimum of 2 years of related experience.

Required Skills:
  • Strong understanding of help desk support principles including documentation and issue ownership
  • Working knowledge of Windows Operating Systems and Microsoft Office applications
  • Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting
  • Analytical skills and reasoning ability to identified solutions to technical issues
  • Ability to effectively communicate technical information to both customers and management in written and verbal form.
  • Ability to independently manage your time and handle multiple tasks.
  • Flexibility to work extra hours as required.
Desired Skills:
  • A+ Certified
  • Familiarity with tolling industry


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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