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* Supports the external customer(s) as well as Vontas staff with problem tracking, resolution, and escalation
* Coordinate and conduct in person and remote customer meetings and training as needed (primarily Teams product based but can utilize Zoom)
* Keep customer informed of problem status and resolution
* Review all current outstanding cases with customers on a weekly or bi-weekly basis
* Support onsite vehicle support of onboard hardware and software solutions
* Manage and maintain all aspects of the maintenance agreements with assigned clients
* Create development reports, FAQs and knowledge base articles
* Coordinate and install standard upgrades and patches as necessary
* Lead workflow process and software configuration sessions with customers
* Deliver training to customers as needed
* Prioritize and balance competing issues based on urgency (internal and external) and length of time outstanding
* Available for remote support after hours in an on-call rotation (compensated)
* Conduct property assessments to determine the health of the overall CAD/AVL system as well as feature usage by the users; document customer processes and consult on improvements for better adoption of the current system
Required Skills/Abilities:
* Excellent written and verbal communication skills in customer-facing scenarios
* Maintains a high level of professionalism and a positive attitude as the position is highly visible to customers
* Travel up to 50% of the time (including domestic and international), for customer site visits, trainings, and meetings
* Strong troubleshooting skills and proficiency in networking concepts and computer hardware
* Ability to self-learn and seek out knowledge on new systems, including other 3rd party systems that may be in place at a customer site
* Ability to adapt to new technologies and stay current with developments in software and hardware
* Strong multi-tasking abilities involving effective prioritization and timely execution
Education and Experience:
* Bachelor’s degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming. Equivalent combination In lieu of degree would include an additional 5 years of related experience
* Minimum five (5) years related experience required
* High proficiency with MS Office Suite and related applications is required (will be utilizing Remote Desktop, Command Prompt, and Powershell on a regular basis)
* Knowledge of the Public Transportation Industry, particularly with CAD/AVL, is preferred
* Experience with SQL Server and/or ORACLE databases is preferred
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Industries
Transportation, Logistics, Supply Chain and Storage
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