Computer Specialist I - Senior II AS7962

Fire Protection Publications is a mission-driven, values-based organization dedicated to the production of high-quality educational content for the international community of firefighters and first responders. The person in this role will be responsible for duties pertaining to Customer Support for Fire Protection Publications., * Deliver an exceptional experience to all FPP/IFSTA internal and external customers and vendors.

• Deliver comprehensive, high-quality support for various IFSTA/FPP products and services by telephone, email, and other online services.
• Demonstrate outstanding customer service skills as well as troubleshooting skills.
• Coordinate and provide first-line technical support for over 300,000 users.
• Develop new LMS (Online Classroom) course templates as new content is developed.
• Provide support, testing, and quality assurance for the Learning Management System course templates and our eProducts.
• Customize and demo LMS courses per customer request.
• Coordinate customer support with our eBook technical partners.
• Provide login troubleshooting and support for eBook customers including curriculum, study guides, exam preps, flashcards, and more.
• Support a variety of platforms including computers, tablets, phones, and flash drives.
• Coordinate customer support with our eProduct technical partners.
• Complete the development of our curriculum interface using Adobe Acrobat Professional.
• Process orders through xTuple and web orders.
• Provide support to training specialists for order questions.
• Work with distributors and customers to provide a seamless experience from order entry to order fulfillment.
• Create, track, and document support requests in internal ticketing systems.
• Create and process complimentary requests.
• Analyze and process fraudulent orders.
• Check inventory levels.
• Document and record all customer requests. Relay customer feedback and comments to appropriate departments.
• Stay current with Editorial, Curriculum, and Graphic departments on product status.
• Attend product update meetings to maintain knowledge of all products sold.
• Other duties as assigned.

Firefighting, Publications, Customer Support/Service, Internet/Online Service, Identify Issues, Technical Support, 1st Level Support, Online Courses, Testing, Quality Assurance, * High School/GED (degree must be conferred on or before agreed upon start date)

• Computer Specialist I:
• Bachelor’s degree and one year of related experience OR
• High school and six years related experience

• Excellent communication and interpersonal skills Computer Specialist II:

• Bachelor’s degree and three years of related experience OR
• High school and eight years related experience
• Working knowledge of setting up and maintaining computer systems and servers including configuration

• Excellent communication and interpersonal skills Computer Specialist III:

• Bachelor’s degree and five years of related experience OR
• High school and ten years related experience
• Detailed knowledge of setting up and maintaining computer systems and servers including configuration
• Demonstrated leadership experience

• Excellent communication and interpersonal skills Senior Computer Specialist I:

• Bachelor’s degree and seven years of related experience
• Demonstrated leadership skills

• Excellent communication and interpersonal skills Senior Computer Specialist II:

• Bachelor’s degree plus 10 years related experience or master’s degree and 8 years related experience
• Demonstrated leadership skills
• Excellent communication and interpersonal skills

Skills, Proficiencies, and/or Knowledge:

• Excellent communication and interpersonal skills.
• Ability to effectively communicate complex ideas in a clear and concise manner
• Ability to establish and maintain effective working relationships with co-workers, stakeholders, customers, and vendors
• Sincere passion for delivering exceptional customer services and overall experience
• Ability to track and meet deadlines
• Ability to learn new skills
• Attention to detail and quality
• Organized
• Ability to problem solve, * Bachelor’s, * Detailed knowledge of setting up and maintaining computer systems and servers including configuration
• Demonstrated leadership experience
• Excellent communication and interpersonal skills

Position Details

• Full-time position
• Compensation for this position will be based on the work experience, skills and abilities the selected candidate brings to the position.
• Comprehensive benefits packages including health, retirement, wellness programs, and more. Learn more: OSU Employee Benefits

Together, we work hard to bring our organizational values to life. If you have a knack for service, quality, integrity, and collaboration, please don’t hesitate to apply. View our Mission and Values here.

For Additional information on this position, please see our job listings at: ifsta.org