Technical Product Support Specialist

If you are passionate about supporting customers, we want to hear from you! Our company is looking for a Technical Product Support Representative to join our Sales Services Team. This is an exciting, dynamic and essential role in our company's success! We are very passionate about making our customers feel welcome and satisfied. In this role, you will be responsible for making sure that every one of our users has an awesome experience when interacting with our products and us.

This position primarily involves technical product support for our customers.

You will be the primary point of contact for people that have general and technical support questions. You will be responsible for communicating and documenting issues, troubleshooting and testing, and you should be comfortable providing support via email and phone.

Responsibilities:

Achieve expert working knowledge of our products. You will be the first stop point for troubleshooting and must know how to use our products (don't worry - we will train you)

Troubleshoot reported problems and get a full understanding of what the customer is asking for and why.

Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base.

Respond to the user as quickly and thoroughly as possible and communicate to them that you are working on their behalf to address the issue(s).

Identify process improvements and other product features to reduce the number of customer inquiries.

Increase overall customer satisfaction by meeting and exceeding customer support standards and service levels.

Just be awesome and flexible.

Requirements:

Minimum of 2 years working in a Product Support or Customer Service role.

Not afraid of taking an unhappy customer and turning them into a happy one.

Strong analytical and critical thinking skills.

Able to work independently or in a team.

Strong organizational skills.

Ability to communicate professionally and effectively in person, on the phone, electronically, or by other means to individuals and groups.

Ability to learn new products, concepts, and eagerness to explore new technology.

Strong organizational and time management skills, with the ability to prioritize tasks effectively.

Excellent communication skills, both written and verbal.

Proficiency in Microsoft Office Suite and other relevant software applications.

Ability to maintain confidentiality and handle sensitive information with discretion.

Attention to detail and accuracy in all work tasks.