Web Portal Support Specialist

Business Unit:Cubic Transportation Systems

Company Details:

Reporting to the Clipper Program Sr. Services Director within North America (NAM) Service Operations, the Web Portal Support Specialist provides technical training, guidance, and assistance to the Clipper Institutional and Transit Benefit Program web portal users. Delivers a customer-centric experience by identifying, resolving, and pre-empting user issues and championing changes to portal to improve user experience. Responds to customer questions and problems, develops new and enhanced support strategies, maintains product knowledge, and reports issues and bugs to Design and Engineering departments for resolution. Collaborates with Clipper team and wider groups as necessary. The Specialist is expected to attain highest level of understanding of portal functionality and act as Program subject matter expert. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and some decision-making authority.

Job Details:

DUTIES AND RESPONSIBILITIES:

• Provide basic training via video conferencing to identified users on how the portal works, provide documentation, and walk through basic operations.
• Maintain and update existing portal training, manual and support material for employers, institutions and transit operators as required.
• Create new organizations within the Customer Management Console (CMC).
• Assist program administrators to configure accounts to determine internal access within the web portal.
• Assist the program administrators via phone and email with training and clarifications regarding all application functionalities.
• Manage payment activity by responding to payment processing questions and pursuing payments not received.
• Liaise with the Clipper technical and engineering teams to define and resolve technical issues and bugs and provide feedback for future enhancements.

QUALIFICATIONS, BACKGROUND AND EXPERIENCE:

• Education in business administration, information systems, or relevant field, and/or the equivalent of 1-2 years’ experience in application and technical support, and user experience/design.
• Solid understanding of basic computer functions, file sharing and how browser-based applications work.
• Excellent verbal and written communication skills to effectively explain technical issues to non-technical users, both in a training environment and ongoing support.
• Strong analytical skills to diagnose web-based application issues and explain them in detail to a wider internal audience for resolution.
• Experience with JavaScript, Java, running SQL in SQL Developer, and understanding of basic Linux (CentOS) commands and Kubernetes are big pluses.
• Experience with public transit programs a plus.

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Cubic Pay Range:

$52,000.00 - $113,000.00 + benefits.

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The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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Worker Type:

Employee