Product support consultant job description

Job DescriptionRole description:

Lead and direct cross-functional technical and agency business teams to support complex agency contact center solutions. Provide technical oversight and develops strong customer relationship and contact center business operations understanding.

• Confident in a client facing role and possess the ability to manage multiple stakeholders.
• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
• Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies’ tickets.
• Act as a SME accessible by other team members to discuss and work through possible ways to achieve or a design a requested IVR enhancement.
• Builds Call flow designs, Chat and integration to backend systems using application program interfaces (API).
• Skills based routing design and implementation for voice, chat, and SMS contact center technology
• Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
• Understand business requirements with the ability to translate to technical requirements
• Prepare design documents based on business requirements for the application development
• Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.

• Keep up to date on vendor products and enhancements and use the information as needed to improve customer usage of our supported platforms.

Critical Skills:

• Ability to program in scripting languages such as JavaScript.
• Ability to develop, maintain, and troubleshoot webservice API calls.
• NICE CXone Studio experience. (Formerly in Contact).

Desired Skills:

• Base knowledge of intersystem networking, and data traffic flow between components.
• Ability to troubleshoot Chrome and Edge issues when interacting with a Web based application.

Skills Matrix


Contact Center Development experience (NICE CXONE , Genesys Interaction Routing Designer, Amazon etc.., ) – 5+ years
NICE CXone Studio experience – 2-3+ years
Ability to program in scripting languages such as Javascript – 4+ years experience
Ability to develop, maintain, and troubleshoot webservice API calls – 5+ years of experience

Navistar is seeking a Product Support Consultant. DSM/PSC The DSM (District Service Manager)/ PSC (Product Support Consultant) will support our customers- Dealer/Fleet services- by assisting with Warranty Responsibility and Fleet Service assistance. The Product Support Consultant will travel to various fleet technical service locations throughout the Midwest, Utah/Idaho regions. Maintain and develop outstanding customer relations and help advise Fleet and Dealer Service teams on best practices for all our Navistar products and provide quarterly reviews with key customers. The Product Support Consultant will reinforce Service Metrics and OEM standards with regular on site visits as well as regular virtual meetings.
Responsibilities

+ Responds to customer and dealer product inquiries via telephone or in written internet-based email or chat sessions

+ Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters

+ Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities

+ Documents customer information and recurring technical issues to support product quality programs and product development

+ Provides information tracking and reporting support

+ Support customers and dealers remotely or in-person

+ Must be self-motivated and able to work well both independently with minimal direction and in multi-functional team environments

+ Able to focus on multiple priorities at once in fast paced surroundings, and able to accurately communicate between all levels of engineering and the end user

Minimum Requirements

+ Bachelor's degree

+ At least 8 years of customer service experience and technical product knowledge

+ At least 1 year of lead experience

OR

+ Master's degree

+ At least 6 years of customer service experience and technical product knowledge

+ At least 1 year of lead experience

OR

+ At least 10 years of customer service experience and technical product knowledge

+ At least 1 year of lead experience

Additional Requirements

+ Qualified candidates, excluding current Navistar employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. Navistar does not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills

+ Time Management

+ Organizing/Prioritizing Work

+ Decision Making

+ Problem Solving

+ Customer Service Focus

+ Interpersonal skills and technical product knowledge and expertise

+ Dealership technical experience or technical field service experience

+ Ability to learn new products quickly and become an 'expert' in new fields

+ Strong understanding of heavy duty vehicle chassis systems

+ Excellent Communication Skills - both written and verbal

Company Overview

Navistar is a purpose-driven company, reimagining how to deliver what matters to create more cohesive relationships, build higher-performing teams and find solutions where others don't.

Navistar is the Lisle, Illinois-based parent company of International brand commercial trucks and engines, IC Bus brand school and commercial buses, all-makes OnCommand Connection advanced connectivity services, aftermarket parts brands Fleetrite , ReNEWed and Diamond Advantage and Brazilian manufacturer of engines and gensets MWM Motores Diesel e Geradores.

With a history of innovation dating back to 1831, Navistar has more than 12,000 employees worldwide and is part of TRATON SE, a global champion of the truck and transport services industry.

Accelerating the Impact of Sustainable Mobility

Visit us at www.Navistar.com to discover more about our organization

Navistar is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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