Customer Support Specialist

Job Description Summary

Organization's Summary Statement:
The A. James Clark School of Engineering at the University of Maryland serves as the catalyst for high-quality research, innovation, and learning, delivering on a promise that all graduates will leave ready to impact the Grand Challenges (e.g., energy, environment, security, and human health) of the 21st century. The Clark School is dedicated to leading and transforming the engineering discipline and profession, to accelerating entrepreneurship, and to transforming research and learning activities into new innovations that benefit millions.

The Center for Advanced Transportation Technology (CATT) Laboratory is the industry leader for transportation information analysis, visualization, and user interface design. We provide cutting-edge analytics products and an integrated suite of situational awareness tools for transportation practitioners. These products and services are rapidly changing the way governments operate and make decisions. You can learn more about our products at https://ritis.org/.

We receive hundreds of gigabytes of transportation data daily, making our petabytes of archived data likely the largest collection of traffic data in the world. Our clients use our software to monitor real-time operations and analyze historical data to generate valuable insights. Our work saves taxpayers money, improves the environment, and saves lives!

We're as passionate about transportation as we are about building great software. We care about building usable, stable, and secure software to analyze massive amounts of data. We use cutting-edge tech to build and maintain our software. We have a mature development process and use industry best practices to build the best software possible. Our team is composed of application developers, analysts, UX designers, data scientists, IT, quality assurance specialists, and customer support operating in an Agile environment.

Our office is in College Park near the University of Maryland, easily accessible by DC Metro, MARC train, bus, car, and bike. Local employees are welcome to work in our office, or other locations, with a flexible schedule around our core hours. We also have many employees who are fully remote and work from different states. UMD requires all employees to live in the US, and we periodically bring remote employees to work with colleagues on-site.

We believe varied perspectives build better products, are proud to have a diverse team, and encourage people of all backgrounds to apply.

When you join our team, you will work to define, document, and test a wide variety of transportation data analytics and operations applications. You will learn new skills and stay current with industry best practices and emerging technologies.

The CATT Lab is looking for an engaging Customer Support Specialist to grow our customer success capability. This person will provide ongoing technical support - troubleshooting and analyzing issues and solutions through a ticket tracking system. They will engage with developers to coordinate bug fixes and new work requests. This position will assist in customer outreach and education by creating knowledge base content, assisting with new user onboarding and advocating for features that spark customer delight. This role requires an outgoing, confident individual with excellent verbal and written communication skills and advanced computer skills. If you thrive in a fast-paced environment and have the ability to provide an excellent, 100% customer service focused experience to customers with every interaction, this is a job for you. The successful candidate will be highly motivated, self-started, who has a passion for excellence and values integrity, innovation, and success.

Primary Job Responsibilities
Develop an extensive working knowledge of the CATT Lab product suite.
Provide end-user application support via phone, email and a helpdesk tool.
Respond to customer inquiries and assist in resolving problems and complaints.
Act as a liaison between customers, industry experts, and software developers.
Participate with CATT Lab development staff in testing new releases of the product suite.
Work with CATT Lab sales and executive staff to support sales efforts.
Assist in development of multimedia online learning materials.
Identify and assist in implementation of process improvements.
Provide monthly and quarterly reports to management and customers.
Assist in onboarding new customers by facilitating new user training in person and remote, and by producing knowledge base guides and course materials.

Minimum Qualifications
Bachelor's degree or equivalent work experience in business management, information systems, communications, quality assurance, or related fields.
Ability to anticipate areas of difficult and/or questions and quickly respond to inquiries from customers in well-written emails and/or phone support.
Excellent interpersonal, written, and verbal communication skills.
Ability to cultivate positive working relationships with customers and co-workers.
Ability to effectively communicate technical information in non-technical terms.
Analytical and troubleshooting skills.
Demonstrated professional writing skills.
Proven ability to be detail-oriented and handle a heavy workload in a fast paced environment.
Excellent organizational and time management skills.
1+ years of experience using a support ticketing system including but not limited to Jira, Jira Service Management, Zendesk, Salesforce or ServiceNow.
2+ years of enterprise software support experience.

Preferences
Experience diagnosing problems with software products.
Technical support experience.
Testing and quality assurance experience.
Familiarity with SQL and XML.
Knowledge of TSMO, traffic research, and/or other transportation operations.
4+ years of enterprise software support experience.
Experience with our support tools: Jira, Confluence, Slack, Superset, Zendesk.

Physical Demands: Sedentary work performed in an office environment. Regularly required to communicate and exchange information and to use technology/devices.
Position can be 100% remote" (US based only)


Licenses/ Certifications: NA

Additional Job Details

Financial Disclosure Required

No

Department

ENGR-Civil-Center for Advanced Transportation Technology

Worker Sub-Type

Faculty Regular

Salary Range

$75,000-95,000

Background Checks

Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify anyone from employment. Before any adverse decision, the finalist will have an opportunity to provide information to the University regarding disclosable background check information. The University reserves the right to rescind the offer of employment or otherwise decline or terminate employment if the information reported by the background check is deemed incompatible with the position, regardless of when the background check is completed.

Employment Eligibility

The successful candidate must complete employment eligibility verification (on Form I-9) by presenting documents that establish identity and work authorization within the timeframe required by federal immigration law, and where applicable, to demonstrate renewed employment authorization.  Failure to complete employment eligibility verification or reverification within the timeframe set forth by law may result in suspension or termination of employment.

EEO Statement

The University of Maryland, College Park is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment. Please read the University's Equal Employment Opportunity Statement of Policy.

Title IX Non-Discrimination Notice

Resources

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