Product Specialist - req11383

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 Product Specialist. This position is part of the Customer Support team within the eProducts department. A successful specialist will deliver comprehensive, high quality support for various IFSTA/FPP products and services by telephone, email and other online services. This is a fast paces team, one will need to demonstrate outstanding customer service skills as well as troubleshooting skills. This position will create and maintain electronic records of support request. Be responsible for assisting the department in the deployment of production ready products.

This position will be based in Stillwater, OK. Areas of responsibilities include but are not limited to:

  • Coordinate and provide first-line technical support for over 160,000 users, over 40 ebooks and over 100 eletronic products including curriculum, study guides, exam preps, flashcards and more.
  • Support a variety of browsers including Microsoft Edge, Firefox, Chrome and more and 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, newly developed ebooks and eProducts
  • Process orders, provide support to training specialist and work with distributors and customers from order entry to order fulfillment
  • Relay customer feedback and comments to the appropriate departments.
  • Stay current on new and upcoming products

Qualifications:High school diploma (or GED) and six years related experience with the requirement to receive bachelor’s degree within six years of hire or bachelor’s degree and one year of related experience. Have ability to effectively communicate complex ideas in a clear and concise manner. Possess ability to establish and maintain effective working relationships with co-workers, stakeholder, customers and vendors. Also, have sincere passion for delivering exceptional customer services and overall experience. Possess the ability to track, meet deadlines, learn new skills and problem solve. Candidate will need to be organized and have attention to detail and quality. Demonstrated understanding and application of FPP’s organizational values: Service, Safety, Quality, Integrity, Excellence, Professionalism, Accuracy, Collaboration, Credibility, Innovativeness, Accountability.

Compensation: Compensation for this position will be based on 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 and 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.

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