About Us: Transit Technologies serves as the parent company to a diverse network of transportation products and services that, together, cover the entire lifecycle of a vehicle using best-in-class software. An industry leader in the making, Transit Technologies is on a path to becoming a one-stop shop for transit solutions; a full end-to-end provider of revolutionized mobility services.
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
Why you should join our team . . .
•At Transit-Technologies, we hire team members who can take initiative and ownership of their role and are dedicated to finding new clients and enhancing the experience of existing ones. Our work is extremely fast paced and never the same from day to day, and our team members appreciate the autonomy to manage their daily workload and contribute to the success of our company. Our sales team members work with amazing software solutions that have a great impact on the transportation industry providing service to their communities every day. Our team members find that the experience they gain helps them grow in their technical expertise and overall sales presentation skills, contributing to their overall professional development.
•Transit-Technologies is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on 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.
