Product Support Rep II

DAT Solutions, a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is looking for a Product Support Representative II to join our team in Beaverton, Oregon.
Summary
The Product Support agent, working in a customer-facing organization, is responsible for assuring customer satisfaction by providing quality service in the delivery of TRANSCORE products and services. The Product Support agent has advanced customer service skills and is proficient with basic product and technical support. The Product Support Agent II serves as a backup for all customer service functions and is considered a mentor to help facilitate any career path opportunities for the Freight Matching Team and Product Support Team.
Essential Duties and Responsibilities include, but are not limited to the following
Provides telephone, fax, online chat, and email support for DAT Solutions products.
Provide technical support for basic networking, Internet connectivity, and firewall issues.
Troubleshoot hardware located at truck stops across the US and Canada.
Act as a technical advisor forDAT Solutionssupported products.
Deliver product training to new and existing customers.
Handle account information changes, billing questions and payments over the phone.
Coach and mentor FM Support & Product Support Level I representatives.
Participate in pre-release testing ofDAT Solutions products and provides productive input to QA and engineering as to how product quality and customer satisfaction can be improved.
Provide account retention activities.
Identify potential sales opportunities.
Assist product managers and engineering staff with product development by asking for customer feedback and relaying customer problems, concerns and requests.
Produces consistently high quality work while maintaining excellent documentation of work completed.
Adhere toDAT Solutions and Customer Support management established business rules.
Meet performance metrics, which include utilization rate, quality, and phone time.
Provide load posting and searching services over the phone.
Other duties may be assigned asDAT Solutions business and department requirements are adjusted.
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/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Performance Skills/Competencies
IntermediateDAT Solutions Product Knowledge.
Basic Technical Skills and Troubleshooting Methodology.
Exceptional telephone skills
Excellent customer service skills.
Excellent written and verbal communication skills.
Time management and organizational skills.
Listening Skills
Interpersonal Skills
Alert, personable, with a professional appearance
Technical Skills/Competencies
Typing skills
Intermediate PC skills including Internet navigation skills; specifically the ability to use email and a web browser to locate, retrieve and process information in an accurate and efficient manner.
Education
High school diploma or equivalent required.
Experience
1-3 years Technical Support experience. Previous experience in a call center environment preferred but not required.
Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to produce manuals and correspondence. Ability to effectively present information and respond to questions from employees, groups, and customers.
Reasoning Ability
Ability to define problems collects data, establish facts, and draw valid conclusions.
Physical Demands
The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit. The employee is required to be mobile and to use hand and arms to operate a computer keyboard and phones. The employee is required to reach with hands and arms and to talk and hear.
The employee must occasionally lift and/or move up to 10 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Normal office conditions, with a quiet to moderate noise level. Three-story office building with elevator service. Flexible hours are required, depending on daily service levels and system problems.
#DI
Location: Beaverton, OR
Job Code: 4337
# of openings: 1
Last updated: 9/13/16 1:22 PM ea242d4e683a4d91b66436e5f1f25c0b

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