Campus

OSU-Stillwater

Contact Name & Email

Julie Edmondson, rjuliee@osufpp.org

Work Schedule

Monday through Friday, 8:00am-5:00pm. 1 hour lunch break.

Appointment Length

Regular Continuous/Until Further Notice

Hiring Range

$16.21 - $28.50

Hourly

Special Instructions to Applicants

For full consideration, please include a resume, cover letter and contact information for three professional references.

About this Position

Fire Protection Publications 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. The person in this role will be responsible for duties pertaining to Customer Support for Fire Protection Publications.

Major Responsibilities

As a Computer Specialist (Product Specialist), you will:

• Deliver an exceptional experience to all FPP/IFSTA internal and external customers and vendors.
• Deliver comprehensive, high-quality support for various IFSTA/FPP products and services by telephone, email, and other online services.
• Demonstrate outstanding customer service skills as well as troubleshooting skills.
• Coordinate and provide first-line technical support for over 300,000 users.
• Develop new LMS (Online Classroom) course templates as new content is developed.
• Provide support, testing, and quality assurance for the Learning Management System course templates and our eProducts.
• Customize and demo LMS courses per customer request.
• Coordinate customer support with our eBook technical partners.
• Provide login troubleshooting and support for eBook customers including curriculum, study guides, exam preps, flashcards, and more.
• Support a variety of platforms including computers, tablets, phones, and flash drives.
• Coordinate customer support with our eProduct technical partners.
• Complete the development of our curriculum interface using Adobe Acrobat Professional.
• Process orders through xTuple and web orders.
• Provide support to training specialists 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 complimentary requests.
• Analyze and process fraudulent orders.
• Check inventory levels.
• 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.
• Other duties as assigned.

Position Details

• Full-time position
• Compensation for this position will be based on the work experience, skills and abilities the selected candidate brings to the position.
• Comprehensive benefits packages including health, retirement, wellness programs, and more. Learn more: OSU Employee Benefits

Together, we work hard to bring our organizational values to life. If you have a knack for service, quality, integrity, and collaboration, please don’t hesitate to apply. View our Mission and Values here.

For Additional information on this position, please see our job listings at: ifsta.org

Required Qualifications

• High School/GED (degree must be conferred on or before agreed upon start date)

• Computer Specialist I:

  • Bachelor’s degree and one year of related experience OR
  • High school and six years related experience 
  • Excellent communication and interpersonal skills

  Computer Specialist II: 

  • Bachelor’s degree and three years of related experience OR
  • High school and eight years related experience
  • Working knowledge of setting up and maintaining computer systems and servers including configuration
  • Excellent communication and interpersonal skills

  Computer Specialist III: 

  • Bachelor’s degree and five years of related experience OR
  • High school and ten years related experience
  • Detailed knowledge of setting up and maintaining computer systems and servers including configuration
  • Demonstrated leadership experience
  • Excellent communication and interpersonal skills

  Senior Computer Specialist I: 

  • Bachelor’s degree and seven years of related experience
  • Demonstrated leadership skills
  • Excellent communication and interpersonal skills

  Senior Computer Specialist II: 

  • Bachelor’s degree plus 10 years related experience or master’s degree and 8 years related experience
  • Demonstrated leadership skills
  • Excellent communication and interpersonal skills

Skills, Proficiencies, and/or Knowledge:

• Excellent communication and interpersonal skills.
• 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

Preferred Qualifications

• Bachelor's

Skills, Proficiencies, and/or Knowledge:

• Detailed knowledge of setting up and maintaining computer systems and servers including configuration
• Demonstrated leadership experience
• Excellent communication and interpersonal skills