Internship -Technical Software Support Team (part-time)

PCS Software, Inc.; Houston (TX); On-site; Full time

Job description

Software Support Intern (20-25 hours a week part-time)

Estimated Start Date: Immediate

Location: Houston, Texas (hybrid work enviornment with Wednesday and Thursday onsite and other work days remote once training is complete.) Candidates must be local to the Houston, Texas metro area with reliable transportation to the west side of Houston two days a week.

Immediate Supervisor: Support Manager

Hours: Training will occur during daytime hours on Wednesday and Thursday 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 around your school schedule and the company's needs, however, candidates must be available to work at least part-time in the PCS office on Wednesday's and Thursday's, so reliable transportation to the west side of Houston is required.

Company Background: PCS Software, Inc. is an AI platform for the transportation logistics marketspace providing the trucking industry's most effective transportation management platform 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. PCS automates operations to easily access information and reduce inefficiencies that 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 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 technial software support and opens many opportunities for career growth inside PCS Software, Inc. upon successful graduation from your STEM degree.

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 product features.
• Work assigned around your school schedule as part of the on-call support team.

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.

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.

Requirements

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.
• 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 part-time 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 of college with a focus in a computer science, MIS, CIS, or Computer Engineering. Wednesday and Thursday work hours are mandatory in the PCS office on the west side of Houston. Candidates MUST have reliable transportation and already have long-term work authorization, that does not require sponsorship, in the United States.