Product Support Lead (Finance)

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Production Support Lead to join our team in Manhattan, New York.

Job Summary: The Product Support Lead is vital in our 24/7 operations, providing advanced support to shift staff and customers via telephone, fax, online chat, in-person and email for TransCore tolling products and services. This role involves guiding staff, managing client data, and resolving issues promptly. Adherence to service standards and optimal staff scheduling are essential. The Product Support Lead also documents staff performance and attendance, provides coaching and counseling to shift staff, and collaborates with Technicians and Support staff to address escalations effectively.

Pay Range: $27 - 34/hr. based upon qualifications and experience.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Motivates others, shares information, and empowers the team.
• Positively impact direct staff productivity and performance through the sharing of information and knowledge.
• Responsible for tasks requiring advanced communication or skills.
• Maintains a high level of product knowledge and updates direct staff on new releases and features.
• Verifies and reports system issues, escalates when necessary and follows through to resolution.
• Provides telephone, online chat, and email support for TransCore tolling products and services.
• Utilizes a workflow ticketing system to track, document, and collaborate work efforts from creation to resolution.
• Communicates with internal and external stakeholders.

Required Skills/Qualifications/Education:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required:

• Must be able to work overnight schedule- 9pm to 5am
• Minimum of 1 year of experience in the MMC.
• Typically requires 5-8 years of related experience.
• High School diploma or GED required.
• Proficiency in Windows OS, Microsoft Office 365.
• Strong troubleshooting skills and customer service experience.
• Excellent written and verbal communication skills.
• Proficient in data entry with attention to detail.
• Effective communication and technical aptitude.
• Flexibility for shift work based on operational demands, including 1st, 2nd, or 3rd schedules as needed.
• Proficiency in Linux command line is preferred.
• Experience with Windows Server administration preferred.
• Knowledge of Jira software for task management and issue tracking preferred.

Physical Demands/Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit for extended periods of time. Requires frequent use of keyboard and mouse, must be able to wear a headset for prolonged periods. The noise level in the work environment is usually moderate.

* TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.