Lead Support Technician

Current Location:

Paramus, New Jersey

Job Type:

Permanent

Salary Desc:

Commensurate with Experience

Start Date:

12/4/2018

Date Posted:

12/4/2018

Sector:

Lead Support Technician, Safety/Risk
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Job Description

Lead Support Technician (Central Command Center), Paramus, NJ
 
Position Overview:

 
Provide Professional Operational, Technical and Administrative Support by way of a Central Monitor Web Interface aiding field Operations’ in monitoring of the basic assignment functions of Fleet Operations.    
 
Job Description / Responsibilities:

  • Monitor GPS Portal Alert Monitoring Screen for System Alerts.
  • Assure “all” Fleet buses are “assigned” to a designated Route.
  • Proactively respond to “Off-Route” alerts with utmost priority.
  • Provide remote Wi-Fi, Smart-Tire, Navman and Tyro diagnostics support.
  • Identify, diagnosis and determine corrective action on all GPS related issues.
  • Provide Daily Reports on Fleet Speeding, Safety Performance Standards including 19A Certifications, Fleet Idle Times, Driver log-on ID’s, Driver’s Daily Logs and Start-Up Code Over-rides.    
  • Reset User’s password and document creating User’s accounts.
  • Monitor all “Panic” button Alerts concerning Homeland Security.
  • Provide Driver Log Details to Police on any Roadside Stops.
  • Deliver and or Respond to all Driver Text Messages.
  • Assign, Reassign and or inactive an Asset as per Asset Disposal / Reassignment Forms in Asset Management Module and Fleet Anywhere.
  • Provide Prompt and Courteous Support via phone, email and or text messaging to all Internal and External Megabus Customers.
  • Closely adhere to CCC Manager’s Directives and be willing to accept new and additional assignments not presently listed on this job description.
  • Keep accurate notes and details on Customer Support requests.
  • Be available to work 1St., 2nd. And or 3 rd. Shift and participate in a rotating on-call shift in order to provide 24 x 7 x 365 coverage. 
  • Attain a high-level of knowledge through training in all modules of the GPS System and Corporate Communication Systems.
  • Professionally and proactively interact as a liaison between MegaBus Customer Service Centers, Dial America Call Center, Dispatch Operations, Maintenance Departments, Administration and Marketing Departments.
  • Willingness to obtain a general understanding of O/S and Application operations related to company offered services.
  • Capable of working independently with critical thinking assessment abilities.
 
 Qualifications: To perform this job successfully, an individual must be able to perform each essential duty in the above job description satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required.
 
  • Proficient in Internet related Web-based applications such as but not limited to Browsers (IE, Firefox, Chrome), FTP Clients, Email, Search Engines, Security Access, Clearing of Temp files and Browser Cashe.     
  • Experience with hardware and software issues.
  • Extensive experience with MS Office applications, e.g. MSWord and Excel. Contact Center Applications (CRM) and database software.
  • Extensive level 1, troubleshooting skills.
  • Proficient in creating detailed Reports in excel and PDF formats.
  • 1 to 2 years’ experience in a large volume Technical Support Center.
  • Excellent and mature Communication (Oral and Written), interpersonal and organizational skills.
  • Typing proficiency of at least 30 wpm and spelling accuracy.
  • Self-motivated, detail-oriented and highly organized.
  • Ability to think independently in off-hour situations and react accordingly.
  • Ability to efficiently meet deadlines.
  • Extreme Customer Service Aptitude with the understanding that the Customer may not always be right but is always right!
  • Ability to work in a shared desktop environment showing respect for other User’s in keeping a clean work area.
  • High level of People Skills with the ability to share your shifts experience with the relief shift personal to ensure smooth operational consistency.
  • Display initiative, concern for quality and teamwork.
 
Ideal Candidate would possess but is not a requirement:
  •  Experience in a large transportation company.
  • Project Management skills.
 Education:
  • 2 year Technical School Training Certification Program, BS in Computer Science or equivalent industry experience. 
  Interested candidates can send resumes to reggie.twyman@coachusa.com
 
 In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, non-job related disability or any other protected group status.
 

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In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, non-job related disability or any other protected group status.


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