Product Support Team Lead – Houston

TransCore; Houston (TX); On-site; USD 52,000 - 80,000; Full time

Job summary

TransCore, located in Houston, TX, seeks a Product Support Supervisor to oversee Product Support Representatives in the Maintenance and Monitoring Center. The role includes coaching staff, handling escalated calls, and coordinating cross-training within a shift-driven schedule.

The position requires anAssociate’s degree or equivalent experience, strong communication and planning skills, and proficiency with Microsoft Office.

Qualifications

• Associate’s degree or equivalent combination of education and experience.
• Excellent interpersonal and communication skills.
• Ability to plan, multi-task, and manage time effectively.
• Proficiency in using Microsoft Office products in a networked environment.
• Strong time management skills and ability to take initiative.
• Ability to manage multiple priorities and easily adapt to change.
• Looks for ways to improve effectiveness by implementing new ideas and more efficient approaches.
• Ability to work individually and as part of a team.

Responsibilities

• Train, coach, monitor, evaluate, and counsel PSRs.
• Address staff questions regarding policies and procedures to resolve issues and concerns.
• Review, correct, and approve staff’s bi-weekly timecards.
• Coordinate cross-training for staff with the department Trainer.
• Assign work as required per the contracts supported.
• Monitor productivity and provide feedback to the staff regularly to maximize performance.
• Maintain established tracking for staff production levels.
• Provide reporting to management upon request.
• Responsible for adhering to and enforcing policies and procedures including PCI.
• Ensure service requirements are met.
• Respond to customers promptly.
• Assist with workloads from the PSR whenever possible.
• Assist management with any additional needs.
• This position requires a shift-oriented schedule and may involve working day, evening, overnight, weekend, and holiday hours as determined by business requirements.

Skills

Interpersonal communication

Verbal communication

Time management

Multi-tasking

Planning

Teamwork

Education

Associate’s degree or equivalent

Tools

Microsoft Office

Job description

TransCore, located in Houston, TX, seeks a Product Support Supervisor to oversee Product Support Representatives in the Maintenance and Monitoring Center. The role includes coaching staff, handling escalated calls, and coordinating cross-training within a shift-driven schedule.

The position requires anAssociate’s degree or equivalent experience, strong communication and planning skills, and proficiency with Microsoft Office.