Product Technical Support, Compliance and IT Coordinator - Thames & Kosmos
 

Product Technical Support, Compliance and IT Coordinator

Thames & Kosmos is looking for a talented, smart, and motivated individual to join our growing educational toy & game company. Our expert team (including a few office dogs!) publishes and distributes educational science kits and toys for kids as well as board games for kids and adults. Our mission is to improve the quality of informal science education in the United States and provide tools to inspire creative thinking, advanced problem-solving, and other important life skills through fun and interactive experiences. Job Description This position is perfect for a technically-minded, detail-oriented, customer-focused individual who can learn, support, and inspect our products to ensure a positive customer experience and adherence to quality and safety standards. Additionally, it includes small business IT responsibilities largely supported by an outside IT firm. Be our office tech geek. Responsibilities vary by day and need, thus a willingness to wear different hats and a desire for variety is a must. As we grow, job responsibilities have the potential to grow and change depending on the company’s needs and an employee’s particular strengths.

Primary Responsibilities:

  1. Product Technical Support. Become an expert on our products and help our end-users get the most out of their purchase.
    o Provide prompt, exceptional technical support to end-users on the functionality of Thames & Kosmos science experiment kits and board games (phone/ email)
    o Ship replacement parts to end-users
    o Maintenance of “Product Support” section of our website.
  2. Product safety testing and compliance o Support the Safety & Compliance lead in reviewing and generating required product safety documentation
  3. o Product testing and quality control review o Assist in administering and tracking product safety testing schedule
  4. The first line of IT defense in supporting small business systems, including but not limited to:
    o Act as liaison between staff and outside IT consulting firms
    o Network and server troubleshooting o Hardware and software support
    o Research new software and hardware solutions
    o Assist with website maintenance

Secondary Responsibilities (as needed):

  1. Shipping and receiving (low volume, small shipments)
  2. Various projects, such as model building, product testing, trade show preparation
  3. Some travel may be required
  4. Anything else needed to help us stay operational
  • Requirements

  1. At least 3 years’ experience supporting users in a Windows 7,10, MacOS environment • Good understanding of and experience with: Windows networking (DHCP, DNS, IP), Active Directory 2008/2010 environment • Experience with any or all of the following is a plus: A+ and/or Microsoft, Joomla website, SQL, Nortel/ AVAYA VOIP, WERCSmart, SAP Business One
  2. We are looking for an individual with these qualities:
  3. Strong organizational and follow-up skills
  4. High attention to detail
  5. Exceptional verbal and written communication skills
  6. Sound critical thinking and problem-solving skills
  7. Self-starter who can work independently, but knows when to appropriately bring management team into the decision-making process
  8. Fast learner; can learn, retain, and apply information quickly and efficiently
  9. Ability to remain calm, positive, and effective in high-energy, high-expectation situations of urgency
  10. A true interest in Thames & Kosmos products and general mission: science education, toys and children, as well as an understanding that what benefits the company as whole will ultimately benefit the individual

Compensation

  1. Salary commensurate with experience. Full-time, based on 40-hour work week, regular business hours (Monday – Friday, 9am-5pm), bi-weekly payroll. Ninety (90)-day trial period (probationary employment period) • Full company-paid health insurance
  2. Generous vacation and sick day policy
  3. 401K options available after one year of employment
  4. Plus additional benefits

TO APPLY: Email the following information to This email address is being protected from spambots. You need JavaScript enabled to view it.:

  1. Resume
  2. Cover letter
  3. Email and phone number for three references. At least one of your three references must be a previous employer, manager, or supervisor
  4. No calls please. Incomplete applications will not be accepted.

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Thames & Kosmos

301 Friendship St.
Providence, RI 02903

Phone: 401-459-6787
Toll-free: 800-587-2872
Fax: 401-459-6775
contact@thamesandkosmos.com