Careers - US Job Openings


Product Support Specialist

Overview

The role of Nexius, Inc. Product Support Specialist (PSS) is one that provides superior customer service to our major wireless service providers by providing a single point of contact for all Customer Service and Product support related activities and issues. At the choosing of the client, this position can be on-site at the customer’s locale. The Priorities of the assignments should be determined by CUSTOMER NAME.

Candidate will be responsible for:

  • Provide Customer contact point - The PSS is the focal point for contact with the Customer on a day-to-day basis. This includes disseminating information, both from the Customer to the appropriate Nexius, Inc. department, as well as from Nexius, Inc. to the Customer. Work with CUSTOMER NAME to improve communications between Nexius, Inc. and CUSTOMER NAME on product related issues.
  • Provide an escalation point for the Customer and Nexius, Inc. - The PSS is responsible for escalating all customer service and XPLORE product issues within Nexius, Inc. on behalf of the customer until a solution that is acceptable to the Customer is achieved. This includes facilitating discussions between the Customer and Nexius, Inc. to achieve a mutually agreeable solution.
  • Provide project scheduling, management and status reporting - The PSS schedules and manages the implementation of new releases at the Customer site. Although others may perform the actual installation, the Product Support Specialist coordinates all project activities and ensures on-time delivery of upgrades, etc. to the customer. Manage the distribution of new releases and related documentation. Produce Weekly and Monthly Call Metrics to the customer and Account Team.
  • Track and manage open XPLORE product related trouble tickets - It is the responsibility of the PSS to ensure that all questions and issues are resolved to the Customer’s satisfaction in a timely fashion. Monitor customer call logs and ensure calls are resolved in accordance with SLA mandates and to the client’s satisfaction. Look for trends that may indicate software problems/bugs
  • Provide Product Feature reviews for future products - The PSS works with Marketing and Sales to keep the Customer apprised of features that will be available in upcoming releases. In addition, the PSS documents customer requirements for requested future features and/or enhancements. The PSS communicates all requirements to the Marketing, Sales and Product Management teams.
  • Provide strong second tier Technical support to end users
    • Acts as technical liaison.
    • Assist / oversee software beta testing that the customer may participate in.
    • Assist Customer in performing Acceptance Tests on Product patches and new releases
    • Work with the markets as needed basis for support. Travel and accommodation expense to be paid by CUSTOMER NAME following CUSTOMER NAME travel guideline
    • Remotely log in and identify and troubleshoot problems with project files, data structure per needed basis
    • Host monthly and quarter user group meetings through web conferencing and as needed
  • Manage SLA and ensure compliance
  • Measure, monitor and improve customer satisfaction with respect to products and the SLA

Other Responsabilities

  • Assist with identifying customer specific training needs
  • Maintain strong interface with Nexius, Inc.
  • Provide Post-Sales Support for Account Team
  • Participate in all Customer Business reviews
  • Conduct Customer Satisfaction Surveys
  • Work with clients to build rapport and ensure the highest possible level of customer satisfaction

Experience

  • Excellent team player with strong verbal and written communication skills
  • Strong analytical and technical ability
  • Proven innovation skills
  • Proven management skills
  • Must have experience working with SQL databases
  • Must have experience manipulating text files
  • Must have experience interfacing with customers and writing technical software requirements documents
  • Wireless telecom experience is a plus

Skills

  • Analytical mindset
  • Ability to troubleshoot problems
  • Works well with customers
  • Strong engineering background predominately with GSM / UMTS technologies, RF and BSS

Education

  • BS required and Graduate level preferred

Location

  • Southlake, TX

To apply for this position, please click here and email us your resume in Word format.