Contractor Tech Support Specialist

3 months ago

Michigan Center, United States PowerHouse Full time
Position Description

Contractor Technology Support Specialist

Position: Contractor Technology Support Specialist Division: Exterior Services

Reports to: Sr. Procurement Manager Status: Non-Exempt

Supervises: None Revised: May 2024

This position is responsible for the onboarding, training, and overall technical support of our Contractor Partners with the online vendor portal and mobile app as well as other initial onboarding requirements.

Essential Duties and Responsibilities:
  • Educate subcontractors (contractor partners) and increase usage of Online Portal and Contractor Mobile App to verify service completions and photos, through persuasive customer service skills.
  • Confirm compliance documents are received (including by not limited to contract documents, insurance documents, etc., and follow up with contractor partners until documents are received.
  • Influence existing app and portal users, who have stopped using the technologies, to resume using them and increase usage, through persuasive customer service skills.
  • Using various methodologies, train contractors and their team to successfully use the portal and mobile app.
  • Create, update and broadcast training documents (visuals, video, email) to increase usage of Mobile App and Online Portal.
  • On-call nights and weekend hours required during winter months based on weather and snow events.
  • Complete daily, weekly, and recurring job assignments on time.
  • Meet Key Performance Indicator (KPI) requirements as outlined by Supervisor.
  • Execute job responsibilities with the drive to creating Raving Fan customers.
  • Other duties as assigned.
Minimum 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 ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • 2 years of college education towards a degree in a related field or equivalent job experience preferred.
  • Functional understanding of web portal and smart phone application usage
  • Excellent customer service skills
  • Preferred diversified training background.
  • Excellent oral and written communications skills
  • Excellent interpersonal and organizational skills
  • Proficient in Microsoft Office core applications
  • Professional attitude with a strong commitment to team
  • Experience in creating and implementing training programs.
  • Experience in conducting webinars or similar learning environments.
  • General knowledge in facilities management, or information technology industry

Work Experience / Physical Requirements:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This position works in an environment with moderate noise level. (Examples: business office with computers and printers, light traffic). Usual office environment with frequent sitting, walking, standing, and occasional climbing, stooping, kneeling, crouching, and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office machinery. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as telephone. The employee must occasionally lift and /or move up to 20 pounds. Ability instructions.

Note: Nothing in this job specification restricts management's right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.

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