Convention Data Services Hiring for Product Support Specialist at Bourne, MA Full Time

The Product Support Specialist provides responsive quality technical support to both internal and external customers in the area of corporate software and services, including but not limited to web applications, desktop applications and mobile apps. Performs immediate analysis of issues/questions and directs the implementation of corrective action to restore function and avoid recurrence. Records all incidents while maintaining accountability and ownership until resolved. Monitors progress on problem resolution and initiates timely feedback to management and the customers. Performs customer follow-up to verify final resolution and determine satisfaction level.

This is a hybrid work arrangement – work is performed in the Bourne, MA office minimum one day/week.

Essential Functions

• Provides highly effective and efficient technical system and user support.
• Documents, tracks, and monitors problems to ensure a timely resolution.
• Resolves technical issues, detects patterns of occurrences, and coordinates with staff regarding handling resolutions to persistent problems.
• Analyzes challenges, recommends solutions and initiates corrective actions and creates the proper documentation for future reference.
• Responsible for creating documentation that is stored in the knowledge base for all staff to reference for troubleshooting. Maintains ticket incident history in an online ticketing system.
• Exercises sound judgment while problem solving customer challenges.
• Communicates with customers in non-technical language regarding the status of ing and/or data management.
• Assists with setup, configuration, and testing of a variety of mobile, desktop and web-based software applications.
• Ensures badges and equipment are set up properly and that data captured is tested effectively for applicable events.
• Provides assistance validating new apps, software with hardware against the technical documentation.
• Responds to technical support requests promptly, professionally, and effectively.

Required Skills

• Proven customer service and problem-solving skills providing remote support services.
• Excellent communication and writing skills.
• Broad technical knowledge/awareness encompassing both software and hardware.
• Knowledge and ability to troubleshoot technical issues related to software applications, hardware, and related windows OS software (printer drivers, folder permissions, etc.)
• Must be able to multi-task and prioritize in a fast-paced environment.
• Must be detail oriented and highly accurate.
• Strong interpersonal and customer service skills are required to interact with exhibitors, clients, and event teams.
• Experience and familiarity with SQL database structure a plus.

Physical Requirements

• Must be able to sit for extended periods of time; must be able to use computer and telephone equipment, including typing on keyboard.
• Must be able to think analytically, concentrate on tasks and remember details.

Education/Experience

Four-year college degree in Information Technology or a related field, or equivalent experience is required.

In addition to health, dental and vision, we offer a comprehensive benefits package including:

• Flexible Paid Time Off
• 401k Plan Matching
• Generous Paid Parental leave
• Tuition Reimbursement
• Training and professional development