The Technology Product Support Specialist provides accurate and prompt second level client service for Runzheimer’s Technology based products. Support new client implementation processes and provide clients with web-based training on use of Runzheimer applications. Serve as a backup to support all other products and services. Track and ensure client problems are resolved.
Professionally and promptly, handle all second level client inquiries and activities.
Answer account team and customer questions regarding Runzheimer products and recommend solutions
Using web conferencing tools, train client administrators on proper use of Runzheimer products and perform activities as assigned.
Assist with the coordination of all Statement of Work and implementation activities involving all parties: client, partners, and Runzheimer.
Provide product expertise as needed internally and externally in support of technology products and services.
Participate and assist customers to understand business issues and identify the best solution.
Using multiple information gathering techniques to address and resolve client related issues. Assist in the development of clear and concise functional requirements for the technical developers that are free from ambiguity to minimize re-work and errors.
Develop relationships and escalation points across vendors deemed as strategic to Runzheimer.
Communicate and track application errors, bugs, and problems with Runzheimer Partners.
Perform user acceptance testing of changes to Runzheimer technology based products, and other TEM service product enhancements
Actively participate in projects relating to Runzheimer technology based products and other related products.
Champion process improvements within the support team
Participate on departmental and company project teams as requested.
Provide strategic input on customer support best practices.
Assist with the development of precise documentation of prioritized functional requirements that can directly be converted to test plans, use cases, and system conceptual designs to meet performance targets and development project plans.
Review test conditions and expected results for product, performance and user acceptance testing.
Participate in quality management reviews as outlined in the project work plan, and in reviews of the designs, prototypes and other project work products to ensure they fulfill the requirements.
Minimum of a Associates degree in a business or related field plus a minimum of 2 years of experience as an Operational support and/or business experience (additional related experience beyond two years may be considered in lieu of educational requirement).
Strong IT acumen and experience applying new technology to improve business processes.
Able to apply very good functional computer knowledge in utilizing Microsoft Windows, MAC or other technical tools to complete work assignments. May require knowledge of, or ability to quickly learn specialized software related to the position. Demonstrate a strong understanding of mobile technologies and platforms.
Strong problem-solving capabilities. Includes following consistent troubleshooting methodologies.
Self-motivated, and able to work with minimal supervision.
Aggressively pursues process improvements.
Excellent verbal communication, presentation, organizational and planning skills. Able to understand general business concepts and apply them when communicating with diverse groups of people when completing work assignments.
Interpersonal skills to work as a team member and as a liaison with customers.
Strong attention to detail.
Available for 24x7 on-call support and monthly service weekend activity activities.
Excellent Leadership Skills, identifying and doing the right things, maintaining focus, making difficult choices and engaging people.
Equal Opportunity Employer
Runzheimer International - 2 years ago