Status: Full-time position
Location: Albuquerque, NM; Washington, DC
Deadline Date: Until Filled
Date Available: 9/16/13
Job Summary: Phase One Consulting Group is seeking a Product Support Coordinator that is detail oriented and customer focused to support a suite of custom software tools for a federal client. The individual must have strong written and oral communication skills that allow them to clearly and concisely explain complex issues to non-technical users, clients and management. The individual will serve as the primary point of contact for all Operations and Support (O&S) issues that are delivered to Phase One. The individual will be responsible for maturing the O&S process for a federal client and improving the whole solution development lifecycle (SDLC) through O&S). This individual will also be responsible for creating and maintaining user support materials, training materials, conducting trainings, and producing communications such as newsletters. They must also possess the desire and capability to understand software functionality. The ideal candidate would be a fast learner, self-motivated and take ownership over the resolution of issues. They would also be motivated and capable of improving the customer support experience through training, materials development and trend analysis.
1 to 5 years of experience in a technical customer support and communications role.
Strong written and oral communications skills.
Perform detailed technical analysis functions resulting in issue resolution and future requirements.
Ability to understand and articulate functional and technical aspects of a technology and its impact on the mission of a large organization.
Client friendly with an ability to build and maintain trusting and value added client relationships.
Ability to communicate/coordinate between technical and non-technical resources.
Capacity and desire to learn and understand software applications.
Capable of working in a fast paced environment with tight deadlines.
Strong organization skills with attention to detail.
Experience with Microsoft Office suite (Word, Excel, PowerPoint, Publisher).
Ability to work in a high-pressure environment.
Candidates must be able to work on-site at Federal agencies located in Washington, D.C. and must be able to obtain a U.S Federal government client badge.
Bachelor's degree in a technology discipline.
Course work, experience, or other familiarity with SDLC activities.
Experience with change management.
Course work, experience, or other familiarity with Land Management issues.
Duties: Serve as the primary owner and point of contact for O&S issues escalated by client operated help desk for an integrated suite of web applications and business process improvement activities.
Analyze trends in customer issues to provide recommendations on revisions to user support materials, trainings, and software capabilities.
Mature the process and understanding of the federal client's level-one help desk operations.
Learn and understand needs and values for new and existing applications and develop use cases to support end user learning.
Develop and maintain a library of user support materials including, but not limited to: test cases, release notes, user guides, demonstration scripts, training materials, Frequently Asked Questions, tip sheets, and marketing slicks.
Maintain the library of existing training materials, updating as requested, needed, or as new capabilities are released.
Support and conduct training as needed including user training and advanced "train the trainer" training.
Deliver technical and functionally-focused presentations to stakeholders, end-users, and management.
Conduct User Acceptance Testing (UAT) to inform workflows, new training needs, resolve customer issues, track feedback, and develop functional change requests.
Coordinate the writing and publication of communications materials including user alerts and monthly newsletters to inform users and drive adoption of tools.
Phase One Consulting Group is an equal opportunity and affirmative action employer regardless of a person's race, color, religion, national origin, age, disability, military status, gender or sexual orientation.
Go to http://www.newmexicodiversity.com/j/t-Product-Support-Coordinator-e-Phase-One-Consulting-Group-l-Washington,-DC-jobs-j4762139.html