IT Project Coordinator Junior

Job Role: Junior I.T. Project Coordinator
Reports to: Senior Product Owner
Position located in Tampa, FL at our corporate office and is an in-office position 4 days per week on Mon, Tue, Thu and Fri. Minimal travel required.

Job Summary

In this role you will help guide the success of Operation’s duties with ThumbStopper’s customer base by functioning as the main point of contact between our Development team and our Customer Success team to ensure the ThumbStopper product is working efficiently and appropriately. You are responsible for taking the lead in ensuring that customer pain points and technical matters (ie: Bugs and Maintenance tickets as well as requests for new product or enhancements provided by ThumbStopper’s Customer Success team, Revenue Generating team, and theoverall customer base) are properly notated, organized, prioritized, and rectified by working with the Technology teams (Development and/or UX Design) as needed.  Because no two problems are the same, this role must be adept in addressing a variety of emotions from the stakeholders – including delight and frustration.

 To be successful in this role, you must have strong communication and investigative skills.  What isimportant/urgent consistently changes, so you must be able to organize and prioritize, on a daily basis, the process and flow of technical fixes and enhancements to prepare for the Development and/or UI/UX team(s).  

 You’ll continually look to identify ways to build loyalty and trust with external customers and internal stakeholdersby improving the customer experience.  You will achieve this by taking ownership of and taking the lead on the application regarding bugs and maintenance and clearly communicating with and/or presenting to all necessary teams.

Supervisory Responsibilities

None
Job Duties / Responsibilities
  • Work with the Sr. Product Owner to ensure project timelines and SLA’s are being met in a reasonable fashion.
  • Official moderator between Customer Success team and Technology team to ensure product development and product maintenance needs are being met.
  • Hands-on troubleshooting to reproduce/confirm issue(s) before submitting to development team.
  • Translate issues via Jira reporting, ticketing, and knowledgebase tools to monitor progress on QA and production releases for all matters reported by the Customer Success team to ensure technical defects are addressed within SLAs (or defined timelines) and prioritized accordingly.
  • Organize, Prioritize, and manage – on a daily basis – the in-queue JIRA requests, and feature requests driven by company’s stakeholders.
  • Assist Sr. Product Owner with organizing and prioritizing potential bugs and product enhancements as they are identified and reported by company’s stakeholders.
  • Assist Sr. Product Owner with defining scope of projects and setting realistic timelines of reported bugs and product enhancements.
  • Assist Sr. Product Owner with measuring project performance from assigned Development team resources to identify areas of improvement.
  • Assist Sr. Product Owner with implementing any software tools to assist with future product development, product testing/QA, and project reporting where applicable.
  • Test for QA of potential bug fixes and product enhancements before (when applicable) and after said projects have been pushed to production. Confirm with the parties that reported said bug fix/product enhancement that product update meets company’s quality standards.
  • Provide technical training sessions, technical training materials, and release notes to Customer Success team and/or Revenue Generating team for major product updates/enhancements.
  • Provide technical assistance for Customer Success team and/or Revenue Generating team, for customer-facing (or potential customer-facing) calls, trainings, and new product showcases as needed. This will be provided both at the Brand level and Retailer level.
  • Provide periodic platform-training sessions to Customer Success team to ensure CSM’s and CSR’s are technically sound in the ThumbStopper platform. CSM’s and CSR’s should feel comfortable in providing general technical assistance to their assigned Brands and Retailer base.

    Additional duties and responsibilities as required.

Daily Requirements

  • Contribute a minimum of 40 working hours per week, excluding lunch/breaks.
  • Participate in scheduled meeting(s) to discuss department priorities.
  • Professional interaction with team members in all depts and at all levels.

Required Skills/Abilities

  • EXCELLENT verbal and written communications skills.
  • Excellent customer service skills.
  • Excellent investigative skills.
  • Organized w/ attention to details. Must be able to organize and prioritize tasks daily with the ability to quickly pivot accordingly.
  • Must be able to work Independently and as part of a team, so must have the ability to build and maintain relationships with peers.
  • Proficient with Microsoft Office Suite or related software.
  • Learn new skills and work with emerging technologies.
Education / Experience
  • 2+ Years of experience in IT Project Manager, Customer Liaison or similar role.
  • 2+ Years of experience using Jira software.

Physical requirements

  • Prolonged Periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 175 pounds with one arm.

To apply please email your resume to hr@thumbstopper.com.