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Product Support Rep II

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POST DATE 9/1/2016
END DATE 1/3/2017

DAT Solutions Beaverton, OR

Beaverton, OR
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
High School Diploma or GED



DAT Solutions, a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is looking for a Product Support Representative II to join our team in Beaverton, Oregon.


The Product Support agent, working in a customer-facing organization, is responsible for assuring customer satisfaction by providing quality service in the delivery of TRANSCORE products and services. The Product Support agent has advanced customer service skills and is proficient with basic product and technical support. The Product Support Agent II serves as a backup for all customer service functions and is considered a mentor to help facilitate any career path opportunities for the Freight Matching Team and Product Support Team.

Essential Duties and Responsibilities include, but are not limited to the following


Provides telephone, fax, online chat, and email support for DAT Solutions products.

Provide technical support for basic networking, Internet connectivity, and firewall issues.

Troubleshoot hardware located at truck stops across the US and Canada.

Act as a technical advisor for DAT Solutions supported products.

Deliver product training to new and existing customers.

Handle account information changes, billing questions and payments over the phone.

Coach and mentor FM Support & Product Support Level I representatives.

Participate in pre-release testing of DAT Solutions products and provides productive input to QA and engineering as to how product quality and customer satisfaction can be improved.

Provide account retention activities.

Identify potential sales opportunities.

Assist product managers and engineering staff with product development by asking for customer feedback and relaying customer problems, concerns and requests.

Produces consistently high quality work while maintaining excellent documentation of work completed.

Adhere to DAT Solutions and Customer Support management established business rules.

Meet performance metrics, which include utilization rate, quality, and phone time.

Provide load posting and searching services over the phone.

Other duties may be assigned as DAT Solutions business and department requirements are adjusted.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Performance Skills/Competencies


Intermediate DAT Solutions Product Knowledge.

Basic Technical Skills and Troubleshooting Methodology.

Exceptional telephone skills

Excellent customer service skills.

Excellent written and verbal communication skills.

Time management and organizational skills.

Listening Skills

Interpersonal Skills

Alert, personable, with a professional appearance

Technical Skills/Competencies


Typing skills

Intermediate PC skills including Internet navigation skills; specifically the ability to use email and a web browser to locate, retrieve and process information in an accurate and efficient manner.


High school diploma or equivalent required.


1-3 years Technical Support experience. Previous experience in a call center environment preferred but not required.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to produce manuals and correspondence. Ability to effectively present information and respond to questions from employees, groups, and customers.

Reasoning Ability

Ability to define problems collects data, establish facts, and draw valid conclusions.

Physical Demands

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit. The employee is required to be mobile and to use hand and arms to operate a computer keyboard and phones. The employee is required to reach with hands and arms and to talk and hear.

The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal office conditions, with a quiet to moderate noise level. Three-story office building with elevator service. Flexible hours are required, depending on daily service levels and system problems.




DAT Solutions has supported the transportation industry for over 30 years. Today, DAT Solutions operates the industry's largest freight marketplace where transportation professionals meet and transact business in the spot market. This marketplace handles 68 million freight loads and trucks per year. In addition, DAT Solutions acts as a resource for transportation information and trends with its freight rate and analytical products.

* DAT Solutions Extended Network, the industry's largest freight marketplace

* High quality industry information analytics

* World-class staff devoted to developing and supporting our services and customers

* The network offers 68 million freight loads and truck per year

* DAT Solutions sets the industry standard for load boards, with unprecedented speed, efficiency and usability

For more information about DAT Solutions, visit

DAT Solutions offers competitive compensation and an excellent benefit package that includes medical, dental and vision coverage, flexible savings accounts, 401K, Life and AD&D insurance, a comprehensive Paid Leave program, and a Tuition Reimbursement program. Participation is limited to regular full-time employees.

DAT Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA M/F/Vet/Disability

Sponsorship and relocation assistance are not offered at this time for this position.

All referrals and r sum s are managed exclusively through the Human Resources Department. DAT Solutions will not consider unsolicited r sum s from vendors including search firms, fee-based referral services and/or recruitment agencies.