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Product Delivery Specialist (IL Only)

Primary Location Effingham, Illinois Additional Location(s) Champaign, Illinois Job ID R101822 Apply

Job Summary

The Product Delivery Specialist properly responds to incoming customer requests via phone, and email, in such a manner to ensure the customer’s questions are answered in a timely manner. This includes receiving, prioritizing, testing, documenting and actively resolving the customer’s questions and escalates incidents when considered appropriate and necessary to maintain service level expectations.  The Product Delivery Specialist will be assigned to beta customers and contact the customer weekly, as well as contact customers that fit needs for future beta.  The Product Delivery Specialist is responsible for testing all issues that come in and working directly with Development for a resolution to the issue.  This role is responsible for other task such as entering enhancements, creating FAQ’s, conducting trainings on the beta version, helping QA test as needed, assisting with business requirements, and help customers with installing the latest version as needed.

Major Duties

  • Respond to incoming customer requests via phone, or email.
  • Troubleshoot and resolve customer issues in a timely manner including the use of software updates, drivers, knowledge bases, workarounds, basic networking knowledge, and FAQ resources on the Internet to aid in problem resolution.
  • Test and log all reported customer issues, concerns, feedback, and enhancement suggestions in Test Track Pro in a timely manner.
  • Create FAQs on new features, workarounds, issue resolutions, and etc. that may seem pertinent for the Support team to know when the software has completed beta testing and is released to our customers.
  • Help QA Test as needed. 
  • Conduct trainings for Support as needed. 
  • Demo the beta version to customers as needed.
  • Contact customers to sign up for beta.
  • Manage assigned accounts. 
  • Complete any tasks given from the Product Manager in a timely fashion
  • Maintain technical expertise and proficiency with all related and relevant software and computer systems.
  • Communicate professionally and effectively with customers for follow-up when required.
  • Follow established department processes and procedure.
  • Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner.
  • Act as a reference to the PSM and T3 for IntraVet Support during the transition from beta to GA.

Minimum Qualifications:

  • High School Diploma or equivalent
  • Strong customer service orientation
  • Requires excellent verbal communication skills
  • Thinks outside the box
  • Great attention to detail
  • Requires a consistent, positive attitude and respect for high quality standards
  • Excellent computer skills
  • Requires the ability to make quick, sound judgments when answering questions
  • Excellent multi-tasking skills
  • Committed to being a team player
  • Requires the ability to recall numerous guidelines and procedures
  • Excellent organizational skills
  • Requires strong time management skills. 

Preferred Qualifications:

  • Associate’s Degree or Bachelor’s Degree
  • Ability to work effectively within a team and as an individual contributor in a fast-paced changing environment -- multi-tasks, prioritizes and meets deadlines in timely manner
  • Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
  • Strong organizational, attention to detail and task follow-up skills; adept at handling multiple assignments in a timely manner and meeting assigned deadlines
  • Actively volunteers for various projects, tasks and event committees.
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