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Product Support Specialist I

3 months ago

Tulsa, United States Doble is an ISO 008 Certified Company. Doble Engineering Company Full time

** Product Support Specialist I**

**Job Category****:** Senior-Level Admin Support Pay grade 8above **Requisition Number****:** PRODU01615 Showing 1 location **Job Details**

**Description**

**JOB SUMMARY**

We are seeking a **Product Support Specialist I** who will act as a first point of contact to customers for all RTS product-related questions. Monitoring and upkeep of ticketed issues will be of high priority, including communications with assigned personnel for the purpose of resolving outstanding issues. This is a multi-faceted role and requires someone who is a self-starter with a can do attitude. This is a great opportunity to join a small office and close-knit, collaborative team.

This role will be based in our **Tulsa, OK** office reporting to the RTS Software Engineering Director.

**ESSENTIAL JOB FUNCTIONS**

RTS Customer Support

* Perform initial response of all phone calls, e-mails and verbal reports regarding RTS Support issues.

* Effectively interact with the customer to proactively identify issues.

* Identify and implement workable solutions, including escalating issues to appropriate personnel.

Entry and Maintenance of the ticket database

* All pertinent RTS issues are entered or verified as entered into the ticket database.

* Daily monitoring of the ticket database is required to determine action items for customer resolution.

* Run reports or collect data as needed.

Communication link with RTS Support personnel and RTS Customer

* Discuss open issues with the assigned personal on a weekly basis.

* Discuss unresolved issues with the RTS Product Manager on a weekly basis.

* Verify informative communication is maintained with the customer and open issues.

Acquire and maintain strong knowledge of the RTS product

* Develop a solid knowledge of the RTS product, purpose and use of all interface options.

* Keep informed of all enhancements to the product, preparing to share with the customer or support personnel when applicable.

* Assist in updating/reviewing documentation of the RTS product line.

Ongoing education of the product, relays and industry

* Increase personnel knowledge of the RTS product and its value to the customer.

* Expand knowledge base of relays, their functionality and how routines are developed around this functionality.

* Increase knowledge of how relays are applied to protect the power system.

**DECISION-MAKING LATITUDE**

Proper evaluation and resolution of customer issues is required. Incorrect evaluation of issues creates customer dis-satisfaction.

Proper determination of when issues should be escalated to a higher level. Misinterpretation creates delayed resolution and aggravation to the customer.

**QUALIFICATIONS**

**EDUCATION:**

Bachelors degree and/or combination of high school degree with related work experience.

**REQUIRED EXPERIENCE:**

* 0-3 years of customer service or technical support experience

* Familiarity with Windows operating system

* Familiarity with Microsoft Office Suite

* High level of personnel initiative and professionalism

* Proven technical aptitude, proven customer service aptitude

* Ability to work independently and efficiently

* Self-motivated, detail-oriented and organized

* Excellent listening, comprehension and customer interaction skills

* On the job training provided for the specific products to be supported and its application

**MUST HAVE:**

* Ability to quickly comprehend and navigate through multiple software products.

* Skilled in independent reasoning and problem solving.

* Ability to effectively interact with customers to proactively identify issues.

* Excellent written and oral communications skills.

* High degree of accuracy and attention to detail.

* Ability to proactively communicate status & issues both internally and externally.

**PREFERRED EXPERIENCE (Not Required):**

* Previous employment in a call center environment.

* Any exposure to the Substation Relays and Control.

**KNOWLEDGE, SKILLS & ABILITIES:**

* Competent computer skills, including proficiency in MS Word and MS Excel.

**PHYSICAL REQUIREMENTS:**

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use fax machines, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds.

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**Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities**

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the essential functions of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)