What are the responsibilities and job description for the Agency Support Specialist (Hybrid) position at Brandt Information Services, LLC?
Agency Support Specialist
Full Time Salaried Position
Hybrid (Primarily Remote) -Tallahassee, FL
Brandt Information Services, the leading provider of SaaS technology and marketing services for state wildlife and parks agencies, is paving the way to better communicate and serve the public through their journey to go camping, fishing, boating, hunting, or hiking on public land. At Brandt, we build and improve upon the customer journey for public users buying campground reservations, fishing and hunting licenses, boat registrations, educational event tickets, and as well is the provider of branded and unbranded merchandise for our state agency partners. State funds generated go back into conservation and outdoor recreation improvements.
Brandt is seeking a qualified candidate with 1-2 years related experience to work with our client, The Florida Fish and Wildlife Conservation Commission (FWC). The successful candidate will act as a liaison between Brandt and FWC ensuring the seamless on-going implementation and maintenance support of the Go Outdoors Florida solution. This position requires a deep understanding of our products and the ability to work closely with FWC’s team to achieve their objectives focusing on system testing, requirements documentation, monitoring adherence to the project schedule, tracking milestones, and coordinating with both FWC and Brandt’s marketing teams for all matters related to Go Outdoors Florida.
Primary Responsibilities/Deliverables Include:
- Provide preliminary system and report testing (including regression testing) to assist FWC staff with its user acceptance testing requirements.
- Assist with project coordination, including monitoring the project schedule, routing tasks, and ensuring timely completion of updates.
- Tracking and monitoring key milestones (e.g., Law Enforcement mobile app, Trophy Catch, PALM).
- Coordinating issue resolution by documenting, scoping, tracking, escalating, and communicating issues appropriately.
- Documenting and tracking issues and resolutions systematically using Brandt’s internal systems.
- Marketing coordination between Brandt and FWC’s marketing teams, including routing orders, ads, meetings, scheduling, and merchandise support.
- Assisting FWC with product onboarding and training, ensuring a smooth transition and comprehensive understanding of the software's functionality.
- Identifying and communicating recurring technical issues to Brandt’s product support team for further analysis and improvement.
- Staying up to date with product knowledge and new features to provide accurate and relevant information to FWC.
- Continuously striving to enhance customer satisfaction and loyalty by delivering exceptional customer service and support.
Qualifications Required:
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in a customer-facing technical support role, preferably in a SaaS software company.
- Proficient in writing SQL queries preferred.
- Strong technical aptitude and ability to understand complex software systems
- Previous experience in e-store merchandising and content creation.
- Excellent problem-solving and troubleshooting skills with a keen attention to detail.
- Outstanding communication skills, both written and verbal, with the ability to effectively explain technical concepts to non-technical users.
- Empathy and patience to handle challenging customer situations and provide exceptional customer service.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Experience with CRM and support ticketing systems is a plus.
- Familiarity with agile software development methodologies is a plus.
- A passion for technology and a desire to continuously learn and grow in a dynamic industry.
- Must successfully clear a Level II fingerprint background screening, a requirement since FWC is a law-enforcement agency.
- Candidate must have reliable transportation to ensure punctuality and consistent attendance.
Position Location:
This position operates remotely on a day-to-day basis; however, the selected candidate will be required to be onsite at the Florida Fish and Wildlife Conservation Commission (FWC) offices in Tallahassee, FL, for orientation and major software release events (average 1-2 times a quarter).
Priority will be given to candidates residing within a 50-mile radius of Tallahassee, FL, to ensure timely access to onsite requirements as needed.
Compensation & Benefits:
Here at Brandt, we understand that highly satisfied employees are key to a thriving company. This is why we offer:
- Competitive pay determined by factors including but not limited to skills, qualifications, and experience for this role.
- Health insurance with some plans fully covered for the employee (family members can be added at a discounted rate)
- Vision insurance fully covered for the employee (family members can be added at a discounted rate)
- Dental insurance available for purchase
- Flexible/Open paid time off (PTO) policy (available after 30 days of continuous service)
- Nine (9) paid holidays.
- 401k plan with matching company contributions
- Annual year-end performance bonuses
- Up to 8 weeks of paid parental leave
- Life insurance fully covered by the company.
- Long term disability insurance fully covered by the company.
- Free Udemy account for ongoing professional development and learning
Brandt Information Services, LLC is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.
Please direct all questions/inquires to careers@brandtinfo.com