Product Support Specialist-Hi-Vis®

Company Description

Since 1995, AT-PAC has delivered high-quality scaffolding products to contractors and facility owners across the globe. We have a proven track record of competence, professionalism, and skilled engineering beyond the average quality of most scaffolding manufacturers. Our scaffolding solutions are custom-designed to meet the individual challenges of any job site, including industrial, municipal, commercial, events, and civil projects. As one of the leading scaffolding manufacturers & distributors globally, we are dedicated to delivering high-quality, safe scaffolding solutions globally.

Job Description

You will be working directly with the Product Manager – Hi-Vis® and be a member of the Global Business Unit (GBU). The GBU is the business unit providing support to AT-PAC regions and Strategic Partners globally. GBU consists of Technical Services, Engineering & Product Development, Manufacturing, Supply Chain and Sales Support & Marketing, Global Site Solutions & Hi-Vis® scaffold management software.

You will provide product support for scaffold management software Hi-Vis®. You will liaise directly with key stakeholders, customers, and software developers to provide product support, training, and implementation of the software as we continue to scale and grow our customer base within the construction industry.   

Your tasks

• Assisting customers (internal & external) with understanding product functionality.
• Directing customers to available resources such as customer training materials.
• Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
• Troubleshooting application errors including thoroughly documenting what process they were using when they encountered the error, researching possible causes, and reviewing likely contributors.
• Escalating suspected software defects/ bugs to our third-party developers.
• Create, edit, and update training materials or other materials used to provide information and support to customers.
• Assist with product demonstrations and with customer presentations.
• Assist with developing, implementing, and providing structured training courses for Hi-Vis® (video, text, and web based)
• Work directly with regional SMEs to assist onsite / remote set up, implementation and training of super-users on projects.

Qualifications

Qualifications

• Knowledge of Power BI
• Knowledge of Zendesk
• Knowledge of Azure DevOps
• 5 years + of construction-based software experience, ideally a Temporary Works, Scaffolding, Formwork and or Asset Tracking type platform (highly desired, but not essential)
• Customer Support experience
• Previous SAAS sales and support is a bonus, but not required
• Confident in being able to work autonomously with global customers and stakeholders

Additional Information

The position can be located in Roswell, GA or Houston, TX (both hybrid) - remote can be considered

Eligible for Benefits after 30 days/following month (Medical/Dental/Vision/Life/LTD/Teledoc, etc.)  (other voluntary benefits offered as well)  
401K plan with match after 90 days  
Company Laptop and home set up provided (monitor, etc.)  
Cell phone stipend 
Casual Office atmosphere with a friendly, fun team!