Product Support Specialist

Job Description

Job Description

Black Creek Integrated Systems is a leading national supplier of integrated electronic security systems for the correctional industry. As a result of our experience and reputation in the corrections industry, Black Creek’s technology has become a standard nationwide for many architectural and engineering firms specializing in criminal justice work.

This position is hourly, non-exempt. Reasonable accommodations are available for qualified individuals with disabilities upon request.

Essential Duties

• Assist in the resolution of customer problems related to the implementation and function of Black Creek’s Jail Management Software, Records Management Software, and other corrections-related Black Creek software applications.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
• Document customer problems in a service order system and provide updates with details throughout the life cycle of the service order from origination to completion.
• Provide timely answers to non-complex, user issues using e-mail and chat applications.
• Provide timely answers to more complex user issues using phone and/or e-mail to provide clear, written instructions and/or technical manuals where required.
• Follow standard procedures for escalation of unresolved issues to appropriate internal teams and coordinate with internal teams as required to assist in resolution of problems.
• Proactively advise customer representatives of service order status and recommended corrective actions.
• Communicate customer status, concerns, and issues to appropriate management and departmental personnel.
• Act as a “Telephone Ambassador” for Black Creek to develop and maintain excellent customer relations with customers’ staff.
• Compensated, on-call support responsibility during nights and weekends on a rotating basis.
• Other duties as directed by Black Creek management

Job Qualifications/Requirements

• Must have and maintain clean criminal history. (Background check required for work in law enforcement and corrections.)
• Solid understanding of computers, networks, and software.
• Proficiency in MS Word, MS Excel, and MS Outlook.
• Ability to think in a disciplined manner and make decisions based on facts and evidence.
• Above average problem-solving skills.
• Effective written and verbal communication skills.
• Ability to interact with customers and co-workers in a professional, courteous manner.
• Ability to work with minimal supervision.
• Reliability, self-motivation, and initiative.

Minimum Education/Experience Requirements

• Associate or bachelor’s degree.
• Prior technical support experience.
• SQL Server experience.

Candidacy Enhancements

• A+ Certification.
• Microsoft Certification.
• SQL Server experience.

Working Conditions

• Must be able to remain in a stationary position at a desk for at least 50% of the time.
• Be able to occasionally move about inside the office to access office equipment and other resources.
• Be able to operate a computer and related software for a prolonged period, and use office productivity equipment, such as a calculator, copier, and printer.
• Be able to engage in repetitive motions, such as typing and using a mouse.
• Be able to communicate effectively, conveying information and ideas clearly so others can understand. Must be able to exchange accurate information in these interactions.
• Be able to observe details at close range, e.g. computer screens and printed documents.
• Be able to travel as needed to job sites.

We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Black Creek Integrated Systems is a leading provider of security and safety solutions, specializing in Real-Time Location Systems (RTLS). Our cutting-edge technology ensures the seamless integration of security and operational systems, empowering organizations to enhance their overall safety and efficiency. As a dynamic and innovative company, we are committed to delivering exceptional solutions that meet the evolving needs of our clients.

Company Description

Black Creek Integrated Systems is a leading provider of security and safety solutions, specializing in Real-Time Location Systems (RTLS). Our cutting-edge technology ensures the seamless integration of security and operational systems, empowering organizations to enhance their overall safety and efficiency. As a dynamic and innovative company, we are committed to delivering exceptional solutions that meet the evolving needs of our clients.