Implementation Specialist

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Immediate Supervisor:

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Job Description: Implementation Specialist

Key Responsibilities:

• Customer Support: Provide comprehensive online support and training to customers on the use of our software. You are responsible for the setup of the PCS Software customer environment, scheduling training sessions with the customers and tracking customer progress throughout the training process as well as highlighting optional integrations, training classes, add-on modules, and customizations that might benefit the end users.
• Onboarding: Guide new customers through the PCS TMS onboarding process, ensuring a smooth transition.
• Process Alignment: Understand customers' existing business processes and align them with our software capabilities.
• Troubleshooting: Resolve software-related issues, ensuring a seamless user experience.
• Ticket Management: Manage and update support tickets, ensuring timely resolution through implementation.
• Knowledge Base Management: Create and manage user guides, how-to articles, and demo videos to assist customers.
• Implementation Oversight: Monitor the execution of deliverables across multiple implementations.
• Data Migration: Assist customers in migrating existing data onto the PCS TMS platform.
• Trusted Business Advisor: Walking the customer through becoming an expert in our software and answer any questions customers may have on the accounting, dispatch, or general use of all modules.
• Customer Service: After a customer goes live on our software, you are responsible for making sure the customer is happy and does not have any technical issues, by scheduling weekly check-up calls with the customer for a designated period-of-time.
• Customer Success: Proactively participate in administering customer surveys, reviewing the feedback, creating reports, tracking results, and modifying training and project plans as necessary according to customer feedback on ease-of-use data.
• Subject Matter Expert: You will learn the PCS software platform for shippers, carriers, and brokers and be able to support all aspect of our software to include: Dock and Yard Management, Route Optimization, Dispatch, Accounting, Fleet Management, PCS Mobile, Analytics and Reporting, Freight Audit and Pay, and third part integrations.

Desired skills and qualifications:

• Education: Bachelor’s degree required; STEM major or Business Administration required. Preference for Computer Science, Computer Engineering, MIS, or CIS.
• Experience: Prefer a minimum of 1+ year in technical/software support or B2B customer support or an internship.
• Customer Service: Exceptional customer service skills with excellent phone, verbal, and written communication abilities.
• Tech Savvy: Willingness to learn PCS TMS software (training provided.) Experience with a help desk ticketing system is a plus.
• Experience with MS Office Suite.
• Authorization: You must be authorized to work in the United States (we cannot sponsor at this time).
• Location: Must be local to Houston and able to commute to our office a minimum of 3-days a week.
• Strong Organizational Skills: Experience onboarding new software customers in an organized manner following a given project plan with formal timelines and documentation is a plus.
• Transportation Industry Knowledge: Experience in a trucking dispatch, supply chain, logistics, or accounting industry is not required, but a plus.
• Previous experience teaching, training, or managing new employees or team members, virtually or in person, in any environment is a huge plus.
• This position requires applicants to have a great deal of patience, a good sense of humor, and a friendly and helpful demeanor. We need Implementation Specialist who care about our customers and about doing a good job each day for each customer.
• Experience with Salesforce is preferred.
• Experience with Zoom is preferred.
• Bilingual communications skills are a plus as well. (Spanish or Indian dialects are a plus.) 

Success Factors:

• PCS hires individuals who thrive and excel in teams and demonstrate big-picture thinking, who are willing to explore new ideas, are persistent when things do not go well, and are committed to delivering and maintaining a high “Do/Say” ratio.
• PCS hires team members with strong communication skills, both oral and written, and can communicate with customers to understand their needs.
• PCS looks for candidates who demonstrate a desire for continuous training, education, and skill improvement.
• PCS employees must be enthusiastic, positive, and creative problem-solving ability that drive action and results.
• Detail-oriented, capable of handling multiple projects at once, adept in navigating ambiguity and rapidly changing/competing priorities.

PCS Core Values:

• Initiative – You take initiative as an owner and do not wait for direction to act.
• Accountability – You own all the actions and results associated with your job, including the by-product of your work at PCS.
• Can-Do Attitude – You believe in yourself and always demonstrate an achievable attitude.
• Positive and Motivated – You continuously radiate positive energy and raise the level of performance of those around you by keeping yourself and others positively motivated towards your daily, weekly, monthly, and yearly goals.
• Say-Do Ratio – Do what you say and say what you do. You constantly deliver results that match the words you speak. You then keep your promises to deliver on time or keep your peers and management updated to avert a crisis.
• Integrity – You are consistent and uncompromising in your strong personal and company values as well as ethical and business morals.
• Honesty – You are always truthful and transparent in your actions during the difficult times, not just the good times.

Why Join PCS?

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