The Mom Project Hiring for Technical Support Representatives (100% Remote) at Remote Full Time

Our Customer is a Sunnyvale, California-based software, hardware, and services technology company. They are an industrial technology company transforming the way the world works by delivering solutions that enable their customers to thrive. They support global industries in building & construction, agriculture, geospatial, natural resources and utilities, governments, transportation and others. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability.

We are seeking a Technical Support Representatives on a contract basis to support their business. needs. This team supports the TMS (Transportation Management System) that is used by a wide range of customer companies and users. We are looking for a qualified candidate who brings customer service and communication skills along with either technical support experience or aptitude with a strong desire to learn our software and support processes.

What You’ll Do:
Front line support for all products– through online ticket system, email, and phone

Act as a data and information detective; digging into and researching customer challenges

System configuration– update the way the system is configured to meet individual customer needs or provide recommendations to customers

Knowledge management – update internal and external user knowledge base

Training – On boards new customers and provides ongoing training to existing customers

Support implementation efforts around product changes and user acceptance testing

Operate collaboratively to solve internal and external challenges

Identify support trends, recommend, and spearhead process and operational improvements

Perform other duties as assigned by supervisor

Collaborate w-Customer Success, Sales, and Product development to provide insight into customer challenges, feedback and potential upsell opportunities

Be part of the “after hour on call weekly rotation,” additional compensation for holding the on-call phone after hours (Required for supporting our 24/7 customers that encounter critical show stopping issues)

Must Haves:
1-2+ years previous software support/analyst experience (Preferred – Not Required)

Strong attention to detail and organizational skills

Analytical, conceptual, and problem-solving abilities

Ability to manage, execute, and follow through with multiple tasks

Ability to communicate ideas, solutions and information in user-friendly language

Excellent written, oral and interpersonal communication skills

Excellent computer skills and knowledge of SalesForce.com platform a plus

Good verbal and written communication skills demonstrating the ability to work with customers inside or outside of the company

Customer handling and good inter-personal skills are as important as technical know-how as well as the desire to investigate and resolve problems.

Advanced to expert level of computer abilities.

Ability to work with a large established software base to locate problems

Ability to apply critical thinking to address proprietary enterprise software issues in the midst of an increasing complexity of computer systems including interrelated issues involving hardware, network, and 3rd party applications.

Time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality.

The drive and natural tendency to keep their technology skills up to date

Ability to work in a team environment, troubleshoot technical software problems, and end-user consultation

Previous software support and relational database experience a plus

Ability to understand and effectively communicate how our applications can apply to a given customer’s environment

Ability to guide a client through user misunderstanding or operational error

Ability to identify, analyze and fix “faults” which prevent users connecting with their systems

Ability to answer customer questions and concerns over the phone, or in person, either resolving the issues with the customer or referring the problem to other technical personnel

Support is very much a team activity. Although most client interaction is one-on-one, it is crucial that the Technical Support Analyst works closely with other members of the team to communicate issues as well as involve specialized resources as necessary.

It is important to be able to relate to customers with varying levels of technical skills and understanding; from the end-user, to the IT Manager, to the executive level

Strong customer services skills – experience

Well-developed communication skills (written and verbal)

Desire to learn

Prior work experience in customer service role, preferably in tech support capacity

Computer Requirements:
Technical software support background

Proficient in using multiple application software packages for a MS Windows environment including Microsoft Office Suite

Internet service at home to support working remotely

Prior SQL and database experience strongly desired

Support ticketing system experience a plus

Good to Haves:
Prior experience working for a software company

Familiarity with service desk support ticketing systems (Gira)

Experience with Salesforce

Transportation Industry Experience

Education:
Bachelor’s Degree and knowledge of the transportation industry a huge plus

Hours & Location:
M-F, 40 hours/week. This role will be 100% remote. Candidate will be expected to work 1 to 2 PM shifts per week (between 1pm to 10 pm)

All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have US residency at the time of application.

Please note : In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program