Technical Software Support Analyst
Technical Software Support Analyst
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Job Description
Location: 2103 Citywest Blvd. Houston TX 77042 (3 days onsite; 2 remote work days each week.)
Immediate Supervisor: Support Manager
Type: Full-time Part-time and Internship available
Company Background
PCS Software Inc. is an AI platform for the transportation logistics marketspace providing the trucking industrys most effective transportation management platform (TMP) to improve fleet management and delivery systems and increase profits for our customers. Through innovation and invention our software individualizes work routines consolidates workflows and streamlines management controls to improve accountability transparency and eliminate costly and redundant manual processes.
Trucking companies and freight brokers trust PCS to optimize their dispatch accounting and fleet operations. TL LTL Intermodal and freight brokerage services use our TMP to automate operations easily access information and reduce inefficiencies to maximize sales and revenue.
JOB DESCRIPTION:
As a Technical Software Support Analyst you will be joining our fast-growing team responsible for delivering value to and driving knowledge support adoption and loyalty across our growing customer base in a 24/7/365 response environment. This is currently a hybrid work schedule position with 3 days in the office and 2 days remote work.
Technical Software Support Analyst must be calm by nature not get upset easily have a pleasant phone personality with extremely clear oral and written communications at all times. If you are bilingual in Spanish that is a huge plus!
The ability to provide a pleasurable customer service experience is of utmost importance to this role and keeping a level head during stressful events is key to success in this role. We have a small but fun and energetic Technical Software Support Team and are looking to grow our team to meet our growth in software licensing sales. Joining the Software Support Team at PCS Software Inc. is a wonderful way to start your career in Support and opens many opportunities for career growth.
ROLE AND RESPONSIBILITIES:
Assist customers with the proper use of the PCS proprietary platform via phone conversations or email responses to their questions or issues.
Troubleshoot end-user Level 1 or Level 2 customer reported software problems utilizing Salesforce as the helpdesk ticket support system.
Participating member of the technical software support team resolving our customers general software platform issues while maintaining excellent customer service.
Daily management of help desk tickets with service level agreements (SLA) response time requirements requiring you to interact with clients and end users via email chat or phone conversations.
Remain up to date on PCS Software TMS product features AI tools and PowerBI Reports.
Work assigned rotational on-call duty (as necessary and with overtime pay) as part of the 24/7/365 support team. This may include occassional work on the weekends and/or holidays.
Why Join PCS
PCS Software Inc. is considered one of the best places to work because of our competitive compensation plans comprehensive benefits plan with options for medical dental and vision premiums for you and your dependents 401k with a 4% match unlimited PTO package optional term life insurance and disability insurance a truly creative and fun working environment paid training and development opportunities employee recognition programs and amazing opportunities for career growth and personal development not to mention a chance to work with some of the best coworkers you will ever meet!
Work Authorization
PCS Software Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E F-1 H-1 H-2 L B J or TN or who need sponsorship for work authorization now or in the future are not eligible for hire.
This job description provides many examples of the types of responsibilities required but is not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document.
PCS Software Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex race color religion national origin age marital status political affiliation sexual orientation gender identity genetic information disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
We thank all respondents for their interest in PCS Software Inc. However only those selected for an interview will be contacted.
EDUCATION:
A Bachelors degree is required with a focus in a STEM technology field (Computer Science Computer Engineering MIS or CIS preferred.) This is a great opportunity for recent college graduates or those in their last semester of college looking for an internship that will transition into a full-time position upon graduation.
TECHNICAL SKILLS KNOWLEDGE AND EXPERIENCE REQUIRED:
- Experience troubleshooting technical software problems for end users in a support team/help desk/call center environment.
- Experience or knowledge of basic .Net development (C# or ) preferred but not required.
- Experience or knowledge of HTML5
- Experience or knowledge of JavaScript
- Prior experience at a trucking or transportation/logistics company is a huge plus!
- Basic knowledge of corporate accounting practices and principals is a huge plus as well!
- Experience or knowledge of PowerBI reports is a huge plus too!
- Previous experience as a support team member or customer service team member preferred.
- Ability to communicate effectively with customers to understand and document requirements.
- Skill and ability to: collect organize and analyze data to summarize findings and develop conclusions and evidence-based recommendations essential.
- Experience remotely training end users on new software package basic capabilities.
- Experience with high-volume calls and chats in a help desk network operations or call center environment.
- Experience working in a team of 5-10 team members within a customer facing support organization.
Required Experience:
IC
Employment Type
Full-Time
