Technical Support Specialist, Umo

3 days ago

Burnaby, Canada Cubic Corporation Full time

Business Unit:
Cubic Transportation Systems

Company Details:
We’re looking for a Technical Support Specialist to join our dynamic and growing Customer Success team. As a Technical Support Specialist, you work closely with our Program Managers to support the onboarding and customer success of public transit agencies subscribing to Umo, Cubic’s breakthrough software-as-a-service fare collection platform. Depending on the project, you may act also in the capacity of an associate project manager responsible for leading components of the project under the direction of the lead program manager.

The Technical Support Specialist provides technical and operations support, training, and consultation to new and existing clients. Working closely with customers and our Program Management team, the Technical Support Specialist is responsible for gathering and documenting configuration data, providing training for agency staff, platform configuration and technical support. The Technical Support Specialist works closely with Program Managers to drive on-going customer satisfaction with established clients by answering how-to questions, monitoring, and promoting increased passenger adoption, providing technical support and configuration changes, and introducing new features. This position typically works under close supervision and direction.

Job Details:
Job Summary:
We’re looking for a Technical Support Specialist to join our dynamic and growing Customer Success team. As a Technical Support Specialist, you work closely with our Program Managers to support the onboarding and customer success of public transit agencies subscribing to Umo, Cubic’s breakthrough software-as-a-service fare collection platform. Depending on the project, you may act also in the capacity of an associate project manager responsible for leading components of the project under the direction of the lead program manager.

The Technical Support Specialist provides technical and operations support, training, and consultation to new and existing clients. Working closely with customers and our Program Management team, the Technical Support Specialist is responsible for gathering and documenting configuration data, providing training for agency staff, platform configuration and technical support. The Technical Support Specialist works closely with Program Managers to drive on-going customer satisfaction with established clients by answering how-to questions, monitoring, and promoting increased passenger adoption, providing technical support and configuration changes, and introducing new features. This position typically works under close supervision and direction.

Who we’re looking for:
You will have excellent communication skills, task driven with an emphasis on attention to detail and obsesses with doing the right thing for our customers. You are comfortable with technology and managing the configuration of software. You take pride in the quality of your work.

The role will require occasional travel in support of customers and projects.

Essential Job Duties and Responsibilities:

- Work with customers to understand their operational needs and guide customers on configuration options to achieve those outcomes
- Document fare policy and other platform configuration parameters for customer sign-off
- Lead and manage assigned on-boarding work packages under the direction of the lead program manager
- Deliver training to customer end-users
- Diagnose and troubleshoot technical issues, including configurations issues with software and hardware
- Ask customers targeted questions to understand root of the problem
- Track issues through to resolution within agreed time limits
- Talk clients through a series of actions until issue is resolved
- Properly escalate issues to appropriate management levels (program manager vs services vs. engineering)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external source for accurate technical solutions
- Ensure all issues are properly logged and tracked
- Manage several open issues at one time
- Follow up with clients open issues and information requests
- Prepare accurate and timely reports
- Document technical knowledge (notes and manuals)
- Provide technical support with respect to the use of system programming interfaces

Success metrics for the role include:

- Customer and internal account-holder satisfaction
- Timeliness and quality of support issue resolution
- Quality of configuration work

Minimum Job Requirements:

- Ability to deal effectively with a wide variety of technical and operational issues
- Effective communication skills in both verbal and written forms with all levels of internal and client management and staff.
- Demonstrated interpersonal skills.
- Attention to detail and dedication to the tasks assigned and process improvement
- A sense of curiosity that causes you to investigate and look for root causes and solutions to problems
- 2-year college de

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