Associate Software Support Analyst

Description

INIT Innovations in Transportation, Inc. is a leading provider of Intelligent Transportation Systems for public transportation. As a turnkey supplier, INIT develops, produces, installs, and maintains integrated hardware and software solutions for all key tasks required by transportation authorities.

We are currently looking for a highly motivated Associate Software Support Analyst to join our Customer Support Team. We need a self‑starting, detail‑oriented individual with the ability to communicate with our customers, analyze problems, and see them through to resolution. The individual will be required to contribute to other aspects of the Customer Support Team.

• Serve as primary client contact regarding incoming support requests.
• Manage and resolve incoming customer support requests that may consist of application questions or problems in the areas of product functionality, troubleshooting, and bugs/enhancements.
• Escalate support requests to internal teams as required. Follow through to obtain status updates.
• Facilitate issue resolution by being a liaison between our customers and internal teams.
• Communicate status of support requests in a timely manner to our customers and internal parties as needed.
• Document issues promptly and accurately.
• Keep up to date on the latest technology around our integrated products.
• Continue to increase individual skills which aid in the support of our products.
• Participate in knowledge sharing and problem solving with fellow team members.
• Prepares process and procedure documentation, as needed, and participates in periodic process and procedure reviews to ensure that materials are regularly updated.
• Ability to work in a rotating 24/7 shift, including holidays.

• Bachelor's degree in a related field, Associate's degree in a related field with 2+ years' experience, or equivalent experience.
• Excellent verbal and written communication skills.
• Independent problem solver able to troubleshoot and communicate technical software related information to diverse audiences.
• High energy and a high degree of flexibility to adapt to challenges.
• Confidence in public speaking.

This position will be based at our North American corporate headquarters located in Chesapeake, Virginia (hybrid schedule).

INIT offers challenging tasks and responsibilities in a successful team with a pleasant working atmosphere and the opportunity for personal and professional growth. We offer a generous vacation package and sick leave, community service day, holidays, medical, dental, vision, disability, life insurance, 401(k) and employer matching.

INIT IS AN EQUAL OPPORTUNITY EMPLOYER