Job Description
TMA Systems (TMA) is a technology company located in Tulsa, Oklahoma. For more than 30 years, TMA has been transforming organizations by providing facility professionals with the most technologically advanced Maintenance Management solutions available.
Utilizing WebTMA, TMA’s flagship solution, organizations can manage their strategic assets throughout their entire lifecycle. Our comprehensive web-based solutions are tailored to a variety of industries that have a desire to effectively streamline maintenance operations. TMA is setting new standards for organizations to account for, maintain, and extend the useful life of their physical assets. In a budget conscious world, TMA provides a solution that will maximize return-on-investment (ROI).
We are a global organization with over 1,500 clients that has developed industry-leading solutions based on what our clients need to be successful. How do we achieve this? We solicit our clients and take the time to understand how our products are used in their business; coupled with a culture that produces world-class people with a client-service mindset. At TMA we realize that success is only possible with team members that share our passion for excellence.
SUMMARY
Provide world-class software application support to many of the largest, most interesting organizations in the world. The Maintenance Analyst provides direct client support for the WebTMA product. TMA Systems has one of the highest client retention rates in the CMMS industry. Exceptional client service with every interaction is a core part of our company culture. Our Maintenance Analyst undergo extensive training to achieve expert knowledge in our software solutions in order to provide best in class support to our clients.
ESSENTIAL DUTIES AND RESPONSBILITIES
- Delivers world-class support via phone, remote desktop, and email to drive client retention.
- Provide administrative and end user training to clients
- Assist clients by reviewing workflow configurations
- Data imports and updates using in application tools
- Updates client data as instructed by client
- Professionally documents issues for resolution
- Escalates client issues properly and promptly to ensure client retention
- Develops and maintains advanced troubleshooting skills using industry standard or company trained methodologies
- Demonstrates a “client first” mentality and willingness to go above and beyond to exceed customer expectations
- Assists the client in understanding the TMA product so they can assess the structure of the set up for the most effective use of the software
- Assists in the Quality Assurance Testing of Software
- Other duties as assigned.
EDUCATION AND EXPERIENCE
Bachelor’s degree or 2+ years of client service experience.
KNOWLEDGE, SKILLS & ABILITIES
- Must be fluent in Spanish and English both written and verbal
- Working knowledge of the internet and web browsers such as Chrome, Safari, Internet Explorer and Firefox
- Working knowledge of MS Office suite of products such as MS Excel, MS Word, and MS PowerPoint
- Experience with ZenDesk or other leading client support software application.
- Working knowledge of Microsoft CRM, Microsoft 365, Apple iPad, Android tablet, iPhone
- Ability to perform with high energy and enthusiasm.
- Ability to maintain the highest level of professionalism, confidence and integrity while directly dealing with internal and external customers
- Works well in a team environment and interacts well with all levels of the organization.
- Proven ability to develop and maintain strong client relationships.
- Ability to take initiative for self-development and exhibits patience in learning new processes.
- Excellent written, oral and listening communication skills.
- Ability to think analytically to identify issues as well as solutions to problems.
- Ability to complete all assigned duties with limited supervision and understands when to properly escalate cross-departmentally or to management.
- Ability to quickly learn, adapt to new information and understand company concepts in a timely manner.
- Effectively communicate with members of your team and department to constantly drive issues toward resolution
WORK ENVIRONMENT
Work can be performed in a hybrid setting (work in the Guadalupe, Mexico office and/or remotely).
No supervisor/management authority.
Equal Employment Opportunity has been, and will continue to be, a fundamental principle at RiskPartner, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.
