Technical Support Specialist

Ecolane is the industry-leading provider of intelligent web-based paratransit scheduling software. Combining a powerful and intuitive demand response platform, the Ecolane software enables transit providers to increase productivity, streamline efficiency, and provide outstanding client satisfaction. With 250+ customers in private and public transportation, Ecolane’s software processes more than 44 million rides per year. The Ecolane team is comprised of some of the most respected leaders in the transit
industry. With diverse backgrounds, each member brings unique perspectives and experiences to the table, allowing Ecolane to thrive and continue to address the growing demands of transit agencies around the globe.

Job Summary:

As a Support Specialist, you will play a pivotal role in delivering exceptional support to public and private agencies involved in transportation services. Your responsibilities will include responding to customer inquiries, offering Tier 1 and Tier 2 support, configuring customizable software, analyzing data, resolving tickets efficiently, documenting client-reported issues, and conducting testing and training for software releases.

Essential Job Functions:

Top-Tier Support- Respond promptly to written tickets and phone calls from customers.
Provide Tier 1 and Tier 2 support, offering training, troubleshooting, and escalating inquiries.
Software Configuration - Assist in configuring our highly customizable software package.
Data Analysis and Reporting- - Investigate and analyze data, reporting findings to support
continuous improvement.
Ticket Resolution- Efficiently bring tickets to closure with an increased focus on achieving
single-touch responses.
Documentation- Document client-reported issues and enhancements for future reference and improvement.
Testing and Training - Conduct testing and training activities for new software features and fixes with each release.
Communication - Articulate complex issues effectively to various audiences.
Collaboration - Work both independently and collaboratively as part of a team.
Calmness Under Pressure - Maintain composure and patience when faced with challenging
situations.
Attention to Detail - Demonstrate acute attention to detail in all tasks and responsibilities.
Timeliness - Meet established timelines for task completion and project milestones.
Database and Logic Understanding - Have a foundational understanding of basic database and logic concepts.
System Testing - Conduct system testing to ensure software functionality and reliability.

Qualifications:

Strong problem-solving skills.
Proficiency in presenting technical information.
Excellent reading and writing skills.
Previous experience in telephone support with a high level of customer interaction.

Preferred Qualifications:

Familiarity and proficiency in MySQL (or equivalent).
Customer service experience in a technical-related industry.
Knowledge of Linux systems.
Basic comprehension of software concepts.
Familiarity with Geographic Information Systems (GIS).

Our Benefits:

Medical, dental & vision benefits – Including great Teladoc benefits
Company provided life insurance & additional supplemental options

401K Plan
Employee Assistance Program
Paid time off including paid holidays, sick days, and an annual employee “Volunteer
Day” During the course of employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customers and business records and any other information that Ecolane classifies as confidential.

Ecolane is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain
employment statistics on applicants.