Product Support Specialist (Multiple Positions)

Infotech is seeking a provisional/temporary Commercial Product Support Specialist (Multiple Positions) on our Support team who is passionate about service driven success while solving complex problems and building relationships. If you are driving on a highway in North America, there is a good chance that Infotech software was used to build it. 88% of state transportation agencies in the U.S. use Infotech-developed software to manage their road construction projects. How's that for impact?!

Who we are looking for

As a Commercial Support Specialist, you will provide appropriate solutions that resolve customer concerns via phone and email, elevating concerns as applicable to ensure systemic issues are addressed in a timely manner, and follow up to ensure resolution. You will have the opportunity to train on product complexities and help them resolve highly complex customer problems when needed.

What it's like to be a Support Specialist in our Support department

Our vision: At Infotech in the Customer Operations Division, our vision is to provide personalized service to current customers and build lasting relationships. We do this by being experts in the problems that they face, solving those problems in creative and elegant ways, and by always striving to be better tomorrow than we are today.

Our culture: We may be biased but we have some of the most talented and unique people on our team. We are:

• Informal and relaxed while also being ambitious and technically excellent.
• Customer centric and solution oriented.
• Empowering and resourceful.
• Highly energized, communicative, and supportive.
• Ever evolving especially through our love of talking through memes in the team slack channel.

What will you do in this role?

• Manage and document customer inquiries related to Infotech's Products.
• Conduct research and analysis for second and third level support concerns and communicate effectively with product and customer teams to resolve product issues.
• Proactively address customer needs to ensure customer satisfaction with solutions and services, ensuring their long-term success.
• Act as a liaison between customer and product, providing accurate, valid, and complete product/services information and helping to resolve any emerging problems or technical concerns.
• Guide customers in product re-training, providing best practice tips, and following up to ensure long-term success.
• Assist the Infotech Customer Education team in content and training materials creation as needed.
• Assist with product testing as needed.
• Build sustainable relationships and trust with customer accounts through open and interactive communication; provides feedback to Customer Success stakeholders on key accounts.

The technical chops needed for this role

• Experience with customer relationship management systems and computer telephony integration technology such as Salesforce and Zendesk.
• Experience using JIRA and Confluence.
• Experience using Google Docs, Sheets, and Slides.
• Communication Tools: Slack, Zoom, Google Meet, or similar.

QUALIFICATIONS

You must have

• Bachelor's degree; or equivalent combination of education and training.

We'd like you to have

• Experience in customer service or as a client service representative.
• Experience in the construction and/or software engineering industry.

We offer

• Comprehensive health benefits and inclusive wellness support
• Flexible time off and paid holidays
• Continuing education and leadership development programs
• Mentorship and internal mobility to grow your career
• An inclusive culture built on empathy, connection, and trust

Learn more about what makes us a Great Place to Work - HERE. For more information about compensation and benefits transparency, visit Total Rewards.

Where you'll work

Infotech's people-first culture supports remote, hybrid, and on-site work options based on role and team needs. This role is eligible for fully remote work within the U.S.* You can share your preference in your application.

*Infotech does not currently employ individuals residing in the state of California.

Additional Info

• The position requires schedule flexibility for shifts outside of Infotech's traditional business hours.
• This role is not eligible for immigration sponsorship.
• Timeline: Job posted until Wednesday, June 18th at 5:00 PM ET
• Resume required. Cover letters encouraged.