Product Support Specialist at McLeod Software (Birmingham, AL)

| Birmingham, AL
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McLeod Software is seeking a Product Support Specialist for our headquarters in Birmingham, AL. The Product Support Specialist provides first level technical support by actively investigating issues reported by customers. They will address procedural issues with the customer, as well as provide in-depth investigations on matters as it relates to the LoadMaster product. The PSS will work in conjunction with the customer support teams which may include any or all of the following: Engagement Managers, Account Relationship Managers, Business Analysts and Software Engineers with the goal of either resolving any issues for a customer or identifying appropriate modifications that may be needed to meet the customers’ needs.

Essential Duties and Responsibilities:

  • Monitor Service Operations support queue to ensure accurate and timely issue resolution.
  • Ensure issue resolution is in accordance with the ECS Service Level Goals.
  • Communicate directly with customers via phone and/or email to gather necessary details regarding issues and convey issue resolution.
  • Provide regular updates to customers and internal staff throughout the duration of an open request/project.
  • Assist with identifying specific opportunities for improvements to business processes, custom modifications, training, upgrades, modules, interfaces, etc. that would be beneficial to the customer.
  • Train fellow team members and provide training for other internal staff as needed.
  • Manage time efficiently to minimize non-billable work.
  • Participate in customer billing review as needed.

Qualifications:

  • Utilize appropriate tools including Raptor, IQ, etc. to handle workflow and thoroughly document all communications, investigative techniques, and resolution information.
  • Demonstrate superior working knowledge of LoadMaster/PowerBroker base functionality.
  • Demonstrate teamwork among your work team and other internal departments.
  • Time reporting compliance (timeliness, completeness, accuracy).
  • Out of office/PTO scheduling compliance and adherence.
  • Concur travel and expense compliance.

About Us:

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.

We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.

With an established base of more than 1,100 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.

McLeod Software owns our national headquarters building in Birmingham, Alabama, and we also operate regional offices with training facilities in Salt Lake City, Utah and Downers Grove, Illinois. We employ more than 550 professionals.

McLeod Software does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are an equal opportunity employer and we participate in E-Verify.

More Information on McLeod Software
McLeod Software operates in the Software industry. The company is located in Birmingham, AL. McLeod Software was founded in 1985. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, 401(K) and Paid Holidays. To see all 22 open jobs at McLeod Software, click here.
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