Product Specialist
Seeking an Operations Support agent to join our team in Houston, Texas. This position serves as the primary Help Desk contact that handles incoming customer and system issues from our network of deployed kiosks and charging stations. Responsibilities also include daily operational tasks associated with the processing, restocking and inventorying of product components. Daily activities will require access to a car for onsite customer visits. We are looking for a candidate that is motivated, resourceful, and enthusiastic about being part of a small, committed team.
Essential Duties/Responsibilities:
• Assist in creating weekly schedule for recommended kiosk maintenance visits, based on kiosk activity, reported issues, territory, etc.
• Perform onsite routine (non-technical) maintenance visits to systems within Houston area
• Provide first level contact and resolution to customer issues by email, phone or in-person
• Ensure proper tracking, escalation, routing and closure of issues
• Monitor system status and uptime, responding to system alerts and dispatching personnel if needed
• Process incoming product components daily, following standardized evaluation, testing and stocking procedures
• Review daily reports for system issues
• Recommend procedure modifications or improvements
Additional Knowledge, Skills and Abilities:
• Experience in providing positive customer-facing support and assistance
• Demonstrated proficiency in verbal and written communication skills
• Strong troubleshooting orientation, with attention to detail
• Energetic, enthusiastic self-starter who can handle multi-tasking and working independently
Ability to work effectively in a cross-functional, team oriented environment
• Proficient in MS Word and Excel
Physical Requirements:
• Majority of work performed from a seated position in front of a computer.
• Regular visits required to customer locations, reliable transportation and valid driver’s license required.
• Will include some bending, lifting and carrying (~20-30 pounds), as our team is responsible for testing equipment in the office and in the field.
Education:
• High School diploma, GED, or equivalent math and English skills required. Bachelor’s degree from an accredited college or university preferred.
Working Conditions:
• Professional, open office environment
• Overtime work or work outside of standard office hours, as required.
• Some flexibility in standard office hours possible in exchange for weekend “on call” support.
• Occasional travel within Houston area up to 40% of the time. Candidate will need to utilize their own vehicle. Clean MVR requirement in accordance with contractual standards required.