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Product Support Lead

2 months ago

Houston, Texas, United States TransCore Full time

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.

Key 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 technical support for TransCore products.
  • Responds to technical 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.