Product Support Specialist – LATAM

The Product Support Specialist is a “Choice IT business systems knowledge expert”, who engages with the business to ensure Choice technology products are being consumed as expected and are performing as designed. Additionally, this role will provide product support and training for both Choice staff and clients. The role reports to the Director of Product Support within the IT department and will be dotted in line to the regional VP business leader. This individual will work from a home office with some travel required.

• System Utilization Reviews for:
  • Operations – Analyze system utilization to identify misuses or issues to be escalated with business leadership and or IT as appropriate. Examples include, TMS, IAWB, PV.
  • Clients – Establish and maintain client consumption scorecards of Choice products; to assist and support the Client Service teams with reviews and discussions.
• Product Support
  • Provide product support to Choice colleagues, partners and clients.
  • Troubleshoot and solve system problems, escalate to IT Development and/ or IT Product Management as appropriate.
  • Work with cross-functional teams as appropriate to research and escalate issues.
• Product Performance Reviews
  • Analyze and review product performance to ensure outcomes are as expected, evaluating potential design flaws, escalating issues discovered to IT Product Management.
• Training and Documentation
  • Facilitate regular and customized product training for both Choice staff, Choice partners and clients.
  • Maintain and update training documents.
• Product Improvement
  • Identify and assess potential new product solutions and process improvements, bringing forward to the IT Product Management team.

• Extensive Choice IT systems and process knowledge required.
• Ability to work collaboratively across internal and external teams.
• Excellent interpersonal, analytical, organizational, and problem-solving skills.
• Bachelor’s degree or equivalent.
• Experience in business or IT customer support roles.
• Experience with the following is preferred but not required:

• • Supply chain, transportation management
  • Warehouse and inventory management
  • Third party logistics and related software applications