Product Support Specialist (West Linn, OR)

22 February, 2012 at 5:30 am in Craigslist / Engineering / Indeed / Legal / Management / Sales / Uncategorized

Jobs in Portland OR: BACKGROUND: Intellectual property is a key driver of the modern global economy. Knowledge assets - patents, trademarks, copyrights, trade secrets, and all related innovation and commercialization activities -- have emerged as the chief sources of value and growth for most companies. Indeed, entire economies are expanding on the basis of intellectual property rights. These intangibles cannot be effectively managed manually. While most companies have awakened to this reality, they're still using file folders, banker boxes, spreadsheets, internally built databases and otherwise wrong and unimaginative tools for the job. Tons of value is getting wasted and a lot of risk is creeping in as a result. Everyone is looking for a better way. This is the problem we went after. Innovation Asset Group is a software company. Our flagship product is called Decipher®. It enables companies to manage their intellectual property better than ever before -- capturing, analyzing, tracking and leveraging ideas from concept to commercialization. We launched the software in 2005 and have become a leading solution across the U.S. and in Canada. We have an enormous amount of growth ahead of us. POSITION SUMMARY: The Product Support Specialist (PSS) is responsible for supporting the entire client lifecycle -- helping in pre-sales, implementation, QA, testing, validation, support, and post-live support. You will have a key role in assisting with the delivery of IAG's solutions to customers and will support several accounts simultaneously -- prioritizing and course correcting as needed. The PSS acts as a point of contact for the customer with ultimate responsibility of ensuring an excellent customer experience. The PSS will support IAGs Account Managers to ensure a smooth implementation configured to the customer's specifications. There will be instances in which you will have to take leadership and assist the customer in defining or refining those specifications. The PSS takes complete ownership of client and testing projects as directed. These responsibilities may include gathering requirements and communicating and coordinating with sales & engineering on any pre-and-post sale issues. The PSS is responsible for ensuring that the customer's success criteria are measured and satisfied. You will manage issues that might arise with the customer and assure that they are resolved in a timely manner and well communicated and coordinated. This job requires strong business and technical skills to interpret data and deliver solutions to clients. The PSS must have a solid work ethic, not just be willing to but actually desire to always go the extra mile for a customer, and to represent IAG with the highest level of professionalism at all times. You must have extremely excellent communication skills, an ability to think on your feet and make appropriate, solution-driven common-sense judgments. You must be utterly dedicated to the success of our customers. ESSENTIAL FUNCTIONS/JOB DUTIES: • Customer needs analysis; • Assemble and follow project plans and statements of work (SOWs); • Perform software installation and implementation; • Data handling -- normalization, import/export, etc; • Provide product training; • Provide technical and product support to customers (end-users and admins); • Understand & adhere to or exceed service level requirements; • Assist sales in configuring and presenting demos; • Testing new functionality & reporting bugs; • Maintain regular contact with assigned client base. KNOWLEDGE, SKILLS AND ABILITY REQUIREMENTS: Leadership/Ownership • Ability to plan, schedule and manage tasks; • Ability to interpret data and develop recommendations; • Identify opportunities for additional business; • Sound decision making and critical thinking skills; • Excellent organization and prioritization skills; • Respect confidentiality of client data; • Superior work ethic; • Step in and help others when needed. Communication Skills • Excellent written and verbal communication skills; • Foster strong client relationships; • Solid team player; strong collaboration skills; • Document and communicate problem/resolution and information/action plans Technical • Must be experienced with learning and supporting web applications in Windows environment; • Proficiency in Microsoft Office application stack; • Proficiency with MS SQL and/or mySQL and concepts of relational database data storage and analysis. SIGNIFICANT ADVANTAGE IF YOU HAVE: • Understanding of intellectual property, business and legal functions that care about it, intangible asset management processes. OTHER STUFF: The position is full or part-time and on site at the company's headquarters in Oregon. Our culture is friendly, accommodating, professional and fun. We are collaborative and creative. We are relentless in our pursuits. Salary dependent upon experience. Part-time could lead to full-time as well as company benefits. No recruiters please. send resume to info@innovation-asset.com http://www.innovation-asset.com/jobs/2012_Prod_Specialist.pdf Location: West Linn, OR Compensation: Starting $35k-$40k/yr plus benefits Principals only. Recruiters, please don't contact this job poster. Please, no phone calls about this job! Please do not contact job poster about other services, products or commercial interests.