Intern - Technical Software Support Team (part-time)

Software Support Intern

Estimated Start Date: Immediate

Location: Houston, Texas (onsite – no remote work available)

Immediate Supervisor: Support Manager

Hours: Training will occur during daytime hours for the first 8-weeks around your school schedule availability. Regular work shifts will be flexible around your school schedule between the hours of 7a.m.-7p.m. with on call duty as necessary on weekends and holidays. This position is part-time up to 20-hours per week around your school schedule and the company's needs.

Company Background

PCS Software, Inc. is an AI platform for the transportation logistics marketspace providing the trucking industry's most effective transportation management platform (TMP) to improve fleet management and delivery systems and increase profits for our customers. Through innovation and invention, our software individualizes work routines, consolidates workflows, and streamlines management controls to improve accountability, transparency, and eliminate costly and redundant manual processes.

Trucking companies and freight brokers trust PCS to optimize their dispatch, accounting, and fleet operations. TL, LTL, Intermodal, and freight brokerage services use our TMP to automate operations, easily access information, and reduce inefficiencies to maximize sales and revenue. Founded in 1997 and located in Houston, Texas, PCS Software is the leading developer of hosted software solutions designed specifically for the ground transportation industry.

JOB DESCRIPTION:

As a part-time Software Support Intern, you will be joining our fast-growing team responsible for delivering value to and driving knowledge, support, adoption, and loyalty across our growing customer base in a 24/7/365 response environment on site currently in the PCS Software, Inc. office in Houston, Texas. Software Support Interns must be calm by nature, not get upset easily, have a pleasant phone personality with extremely clear oral and written English communications at all times. You will need to confidently handle difficult situations on the phone on a regular basis.

The ability to provide a pleasurable customer service experience is of utmost importance to this role and keep a level head during stressful events is key to success in this role. We have a small, but fun and energetic Software Support Team and are looking to grow our team to meet our growth in software licensing sales. Joining the Software Support Team at PCS Software, Inc. is a great way to start your career in Support and opens many opportunities for career growth inside the Support Team and at PCS Software, Inc. in other departments as well. Support internships can lead to full-time positions in support, development, sales, or marketing after graduation.

ROLE AND RESPONSIBILITIES:

§ Assist customers with the proper use of the PCS proprietary platform via phone conversations or email responses to their questions or issues.

§ Troubleshoot end-user Level 1 or Level 2 customer reported software problems utilizing Salesforce as the helpdesk ticket support system.

§ Participating member of the technical software support team resolving our customer's general software platform issues while maintaining excellent customer service.

§ Daily management of help desk tickets with service level agreements (SLA) response time requirements requiring you to interact with clients and end users via email, chat, or phone conversations.

§ Remain up to date on PCS Software TMS product features.

§ Work assigned around your school schedule as part of the 24/7/365 support team.

TECHNICAL SKILLS, KNOWLEDGE, AND EXPERIENCE REQUIRED:

§ Experience troubleshooting technical software problems for end users in a support team/help desk/call center environment.

§ Experience or knowledge of basic .Net development (C#, VB.Net, or ASP.Net) preferred, but not required.

§ Previous experience as a support team member or customer service team member preferred.

§ Ability to communicate effectively with customers to understand and document requirements.

§ Skill and ability to: collect, organize, and analyze data to summarize findings and develop conclusions and evidence-based recommendations essential.

§ Experience remotely training end users on new software package basic capabilities.

§ Experience with high-volume calls and chats in a help desk, network operations, or call center environment.

§ Experience working in a team of 5-10 team members within a customer facing support organization.

EDUCATION:

This internship is open to students actively enrolled in a bachelor's or master's degree program in the Houston metro area, who have reliable transportation to/from the PCS office and currently in their Junior or Senior year with a focus in a computer science, MIS, CIS, or Computer Engineering. This is a part-time position (up to 20-hours a week).

SUCCESS FACTORS

PCS Software is a company of motivated employees from a wide range of industries and backgrounds working toward a common goal – the success of our customers in the ground transportation industry. Our team works together and challenges each other to bring new ideas to the table to achieve our mission. That is, to create the most effective transportation management system in the country at delivering process improvements that immediately result in operational efficiencies and revenue generation for our customers.

§ At a personal and interpersonal level, we are looking for individuals who thrive and excel in teams and demonstrate big-picture thinking, willingness to explore new avenues, be persistent when things do not go well, and be committed to delivering and maintaining a high Do/Say ratio.

§ Strong communication skills, both oral and written, at the technical and managerial level, are also key to success.

§ Ability to communicate with customers and to understand and document their needs and concerns.

§ Skill and ability to: collect, curate, organize, synthesize and/or analyze data to summarize findings and develop conclusions and evidence-based recommendations are essential.

OUR VALUES

Our guiding principle at PCS Software is customer service. We believe that we are a customer service company that happens to make the best software in our industry. If you are driven to delight customers and treat every fellow employee with that same level of excellence and care, then we want to talk to you!

At PCS Software, we value our amazing people-centric culture of builders and doers over any skill that someone can offer. This is an amazing place to work and we offer our team a creative, fun, educational, and challenging environment. We constantly focus on not only the customer's journey and experience with PCS Software, but our individual journey as employees and the overall team experience as well.

Why Join PCS?

PCS Software, Inc. rewards your hard work with excellent opportunities for career growth and personal development. If you want to be the newest member of a vibrant group of energized technology leaders in an innovative and entrepreneurial environment, then apply online today to start building solutions that customers will love to use and join a company that truly rewards your hard work and values your talented contributions.

Work Authorization

PCS Software, Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

This job description provides many examples of the types of responsibilities required but is in not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document.

PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

We thank all respondents for their interest in PCS Software, Inc. However, only those selected for an interview will be contacted.

To view additional information on PCS Software, Inc., please visit our website at www.pcssoft.com.

No calls or agencies please.

Compensation details: 20-20 Hourly Wage

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