Product Support Specialist

Product Support Analyst

Maersk Logistics & Services USA, Inc. handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process. Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money.

The Product Support Analyst position acts as the primary interface providing support services to Postal Mate customers by quickly analyzing and optimally resolving any challenges they have using our software products, in a positive and effective manner.

Essential Functions

• Attentively monitor all modes of customer contacts -- calls, voice messages, emails, web tickets, faxes, etc. -- and respond promptly.
• Work directly with customers and resolve issues, provide answers, insight, and training related to Postal Mate software.
• Troubleshoot and assist customers with general computer and hardware issues as defined by the current Hardware Requirements.
• When feasible, troubleshoot and assist customers with internet connectivity, network connectivity, Windows firewalls, third party antivirus/firewalls, Windows updates, and other connectivity issues, impacting the use of our software.
• Write detailed tickets, including system specifications, symptom descriptions, troubleshooting steps, and results.
• Escalate program issues (bugs) as needed.
• Keep up to date on software, industry, and other technology changes.
• Perform other duties as assigned.

Competencies

• Customer service: Be helpful, patient, positive, and understanding of the customer's perspective. Look for ways to serve customers better.
• Professional verbal and written communication skills: Convey a willing and supportive tone. Communicate with clarity to all levels of customers. Manage expectations as necessary.
• Troubleshooting skills: Be effective at following the standard PCS analytical process (documented in the Support knowledge base) to quickly assess and resolve problems.
• Subject matter expertise: Be a product expert and possess essential industry knowledge. Provide accurate information to the customer.
• Good judgment: Make sound, reasoned decisions, and use good sense.

Expectations

• Vision: Understand the vision, goals, functions, and expectations of the company, department, and position.
• Dedication: Demonstrate an ongoing commitment to achieving department and company objectives.
• Productivity: Manage time well. Employ efficient work practices. Handle high volumes of customer interactions while providing excellent service.
• Attendance: Reliably and punctually attend scheduled work shifts. Adhere to attendance and paid-time-off policies. Keep call outs to a minimum, and reserve sufficient PTO to handle planned and unexpected absences.
• Personal development: Continuously gain skills and take initiative in learning and training. Utilize learning resources such as videos, webinars, documentation, research, experimentation, coworkers, follow up on escalation resolutions, etc. Apply training, and be responsive to coaching. Increase the value contributed to the company.
• Teamwork: Develop constructive and effective work relationships. Willingly take challenging calls and carry a substantial share of the team workload. Adjust shifts when needed. Be a cooperative and supportive team member.
• Work environment: Maintain respectful and professional language, comments, and behavior. Keep a healthy attitude, and contribute to a positive and enjoyable work environment.

Education and Experience

• A good working knowledge of computers, Windows O/S, Microsoft Office software, business technologies, browsers, and networking.
• Substantial customer service experience.
• A significant background in at least one, and preferably multiple of the following:
• Inbound contact center experience
• Work experience in product support, customer support, or technical support.
• Background in the retail parcel and shipping industry.
• High school diploma or equivalent.
• Fluency in Spanish is desirable.

Work hours

Anytime during PC Synergy's support coverage hours. These are based on Pacific Time and are subject to expansion, both the days and the hours. Currently:

• Monday through Friday: 5:30 am to 5:00 pm
• Saturday: 7:00 am to 3:30 pm
• Some holidays are worked.
• Extra hours are required during peak times, including in December and January.

Travel

Some travel is optional for this position.

AAP/EEO Statement

PostalMate provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, PostalMate complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Company Benefits:

• Medical
• Dental
• Vision
• 401k + Company Match
• Employee Assistance Program
• Paid Time Off
• Flexible Work Schedules (when possible)
• And more!

Pay Range:

$23.00 - $25.00

*The above-stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.