Fire Protection Publications (FPP) 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. FPP is an Engineering Extension unit of the College of Engineering, Architecture and Technology at Oklahoma State University.
We are looking for the right individual to serve as a Product Support Specialist. This position is a part of the customer support team within the eProducts department. The customer support team strives to deliver an exceptional experience to all FPP/IFSTA internal and external customers and vendors.
On this fast paced team, the specialist will deliver comprehensive, high quality support for various IFSTA/FPP products and services by telephone, email, and other online services. The successful specialist will need to demonstrate outstanding customer service skills as well as troubleshooting skills. The specialist must have a passion for solving problems, leveraging technology, and helping others. This position will provide the customer and the organization seamless support, from the point of order entry to order fulfillment, by analyzing the order and evaluating customer needs for any request related to IFSTA/FPP products.
This position is based on the Oklahoma State University campus in Stillwater, OK. It is an office-based position; remote and hybrid work are not currently an option for this role.
Areas of responsibilities include but are not limited to:
- Online Classroom Support
- Coordinate and provide first-line technical support for over 160,000 users. Support a variety of browsers including Microsoft Edge, Firefox, Chrome, and more. Support a variety of operating systems including Windows, OS X, iOS, and Android. Develop new Online Classroom course templates as new content is developed. Provide testing and quality assurance for Online Classroom course templates. Customize Online Classroom courses per customer requests. Setup Online Classroom demo courses per customer requests. Provide login troubleshooting and support for Online Classroom users. Provide help and instruction on the use of the Online Classroom. Create help documentation on the use of the Online Classroom.
- eBook Support
- Coordinate and provide first-line technical support for over 40 eBooks. Support a variety of platforms including computers, tablets, and phones. Support a variety of operating systems including Windows, OS X, iOS, and Android. Coordinate customer support with our eBook technical partners. Provide login troubleshooting and support for eBook customers. Provide testing and quality assurance for newly developed eBooks. Provide testing and quality assurance for eBook platform upgrades and new releases.
- eProduct Support
- Coordinate and provide first-line technical support for over 100 electronic products including curriculum, study guides, exam preps, flashcards, and more. Support a variety of platforms including computers, tablets, phones, and flash drives. Support a variety of operating systems including Windows, OS X, iOS, and Android. Coordinate customer support with our eProduct technical partners. Complete the development of our curriculum interface using Adobe Acrobat Professional. Provide testing and quality assurance for newly developed eProducts. Provide testing and quality assurance for eProduct platform upgrades and new releases.
- Order support
- Process orders through xTuple as well as Amazon and web orders. Provide support to training specialist 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 comp requests. Analyze and process fraudulent orders. Check inventory levels.
- Other Responsibilities
- 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. Represent at trade shows and annual IFSTA conference.
Qualifications:
High school and six years of related experience OR Bachelor's degree and one year of related experience. Demonstrated understanding and application of FPP's organizational values: Service, Safety, Quality, Integrity, Excellence, Professionalism, Accuracy, Collaboration, Credibility, Innovativeness, Accountability. Highly organized, ability to set and maintain schedules, excellent writing skills, excellent communication skills guide a group toward a common goal, action/solution-oriented, productive/results-oriented, continuous learner.
- 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
Compensation:
Compensation for this position will be based on the work experience, skills and abilities the selected candidate brings to the position. The current hiring range for Oklahoma State University is $16.21 – 23.54 per hour.
Oklahoma State University is an Affirmative Action/Equal Opportunity/E-verify employer committed to diversity. All qualified applicants will receive consideration for employment and will not be discriminated against based on age, race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, disability or protected veteran status. OSU is a VEVRAA Federal Contractor and desires priority referrals of protected veterans for its openings.
