Requisition Number: 2022-014
Job Title: Product Support Representative (Technical Support)
City: Columbia
State: MD

Product Support Representative (Technical Support)

Apply Now

Description/Job Summary

Berkshire Associates is a human resource consulting and technology firm that specializes in helping companies build their ideal, balanced workforce.  We are a recognized leader in Affirmative Action consulting, with additional initiatives in Diversity, Equity, and Inclusion, Compensation Services, Applicant Tracking, and Training.  Today, these innovative HR solutions have propelled us into position among the most sought-after providers in the industry.

We built Berkshire on service.  Service to our employees, service to our community, and service to our customers. We are family owned. Our employees, management, and ownership are in this business to make a difference, not only in the lives of our employees and their families, but to help our customers ensure that they are instituting best practices in employment and compliance. Berkshire offers a supportive work environment with fantastic benefits, along with remote work options. Berkshire makes a difference

Berkshire has an immediate opening for an Product Support Representative. The individual in this position will provides support via telephone, e-mail, and chat to clients who utilize Berkshire’s proprietary commercial web-based applications.  This position, when needed, also participates in the implementation process of Berkshire’s applicant tracking software, balanceTRAK, and the software testing and documentation of new or updated Berkshire web-based applications.

Responsibilities/Duties

  • Supports clients of Berkshire’s proprietary commercial web-based applications telephone, e-mail, and chat providing technical assistance and limited consulting guidance.
  • Ensures all software support cases are properly documented and managed in the appropriate systems. 
  • Provides special software services to clients including plan review service, data import service, and report customization services
  • Provides technical support during the balanceTRAK Implementation process.
  • Performs software testing on new and updated releases of Berkshire’s commercial web-based applications, prior to deployment to clients, as needed.
  • Assists with the creation of product documentation for Berkshire’s commercial web-based applications, including user’s guides, help systems, Frequently Asked Questions, knowledge base articles, and other support documentation as well as revises, as necessary.

Other Duties and Responsibilities:

  • Provides technical support to internal users of Berkshire’s commercial web-based applications, as needed.
  • Answers questions from internal users and clients regarding the use of Berkshire’s web-based applications and other technical support topics, as appropriate.
  • Assists with special projects as needed.

Required Skills

  • Thorough knowledge of general computer operation required.
  • Strong analytical and problem-solving skills required.
  • Strong customer service skills required.
  • Ability to communicate effectively, both verbally and written, required.
  • Must be detail and deadline oriented.
  • Ability to communicate with tact and discretion required.
  • Ability to work under limited supervision required.

Preferred Skills

  • Working knowledge of Salesforce.com preferred.
  • Ability to perform basic testing of products preferred.

Required Experience

1 to 3 years of technical support experience required.

Required Education

An Associate degree, or higher, in information technology or a related field, is preferred.

Details

WHAT WE OFFER

  • Medical, Dental and Vision Insurance
  • Flexible Spending Accounts (Healthcare and Dependent Care)
  • Short-Term and Long-Term Disability (Company Provided)
  • Life and AD&D Insurance (Company Provided)
  • Employee Assistance Program
  • Matched 401(k) Retirement Savings Plan, immediate vesting
  • Paid Time Off
  • Credit and Identity Theft Protection
  • Accident Insurance
Salary Range: $52,000 - $62,500
Apply Now

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at hr@berkshireassociates.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

For more information, view the EEO is the Law Poster and Pay Transparency Statement.