Job Details

Description

POSITION SUMMARY

The Tier 1 Product Support Specialist will play a critical role in ensuring customer satisfaction by providing best-in-class product service and support. This role will support the management of inbound touchpoints, via all channels (i.e., phone, email, chat, and social media) to assess the customer’s product needs for timely resolution ensuring the customer’s satisfaction. This position will be customer facing and the front-line contact between the organization and the customer and will provide product support for all areas pertaining to the product category. This role will help to support warranty, technical and installation issues and will require knowledge of and support all policies, processes, and related systems to support product categories to meet and exceed customer expectations.

CORE FUNCTIONS

· Provide front-line support to the customer in a friendly, approachable, and professional manner.

o Respond to customer product inquiries and issues via all touchpoint channels (phone, email, chat, social media).

o Provide accurate and timely assistance to help customers resolve product-related problems or inquiries.

o Handle and support high volume of inbound touchpoints from customers, related to product, from all channels.

o Address and respond to all product related inquiry to include basic installation and technical, product condition or product out of the box issues or complaints, missing or wrong hardware, all product warranty, and general product information lookup.

· Maintain an understanding of product category offerings, product functionality, and the manufacturing process for each product.

o Stay current with product updates, product trends, and product changes to provide knowledgeable and accurate information to customers.

o Educate both internal and external customers about all product features. Provide knowledgeable support and assist customers with product issues and concerns with ability to communicate steps for resolution to achieve the highest customer satisfaction.

· Responsible for data entry for all warranty no-charge orders resulting from customer product inquiries, claims, and product troubleshooting.

o Maintain and keep record of customer interactions, transactions, comments, and complaints.

o Complete customer transactions, documentation, and/or warranty data entry in a timely manner.

· Work with cross functional teams to provide product trends for warranty or reason for inbound touchpoints.

· Maintain a positive, empathetic, and professional demeanor at every customer touchpoint.

· Provide exceptional customer service by meeting and exceeding customer expectations with our internal and external customer base.

· Achieve established goals or targets set forth the product category team as communicated via leadership.

· Continuously improve job specific skills, system comprehension, and technical acumen in vehicle/product knowledge through training.

· Perform additional duties, as assigned.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

· High school diploma is required.

· Minimum 1+ years of customer service, hospitality, technical support, or related work experience is required. 2-5 years of experience preferred.

· Experience in CRM is preferred.

Required Licenses

· None.

Skills, Abilities, and Knowledge

· Display high levels of accountability by following instructions or guidance provided by leadership; ability to apply feedback to improve performance.

· Ability to take responsibility for own actions.

· Must demonstrate comprehension of multilateral systems and technology.

· Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel.

· Excellent written and oral communication skills. Ability to maintain/exceed overall performance with high levels of accuracy.

· Ability to troubleshoot and solve product related inquiries.

· Ability to demonstrate flexibility and innovation to resolve problematic issues in a professional manner.

· Ability to work independently or with others in a fast-paced environment with constant interruptions.

· Excellent attendance and dependability.

· Ability to respond to common inquiries or complaints.

· Demonstrated proficiency with multilateral computer systems and technology.

· Flexible schedule with the availability to work weekends and holidays.

· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

· Promotes a team atmosphere through a positive attitude and working well with others.

Travel

· Travel is not required.

COMPETENCIES

· – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events

· – Responds promptly to customer needs; Responds to product related inquiries and requests for service and assistance; Meets commitments.

· – Follows instructions, responds to management direction; Takes responsibility for individual actions; Adheres to targets and commitments. Completes projects and tasks on time or notifies appropriate person with an alternate plan.

· - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things

· – Always maintains and exhibits professionalism; Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for individual actions; Follows processes and exhibits professional demeanor.

· – Balances team and individual responsibilities; Exhibits objectivity and openness to other views; Gives and welcomes feedback; Collaborates with peers; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.

· – Technical proficiency to understand and troubleshoot product-related issues. Seeks to understand all aspects of product support; Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

· – Speaks clearly and professionally in both positive or negative situations; Listens thoughtfully and seeks to understand; Responds well to questions from peers; Actively participates in meetings and contributes content.

· – Writes clearly, informatively, and effectively; Ensures review and proper edits of work for proper spelling and grammar; Varies writing style to meet varying needs; Ability to read and interpret written information.

SUPERVISOR RESPONSIBILITIES

· Individual Contributor: working team member with no oversight of others and no management responsibilities.

PHYSICAL REQUIREMENTS

· This position is subject to sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting majority of the time. Walking and standing are required only occasionally.

Physical Activities

· This position is subject to the following physical activities: talking, listening, hearing, and the use of hands, fingers, and wrists in repetitive motions. Some participation in product installations and technical review.

Visual Acuity

· Team member is required to have close visual acuity to perform an activity such as data entry, and written communication and review with customers; Viewing multiple computer screens; Expansive reading and comprehension; Visual inspection of product images involving small defects, small parts and/or operation of machines (including inspection); using measurement devices.

Working Conditions

· This position operates in a professional office or remote environment. This role routinely uses standard office equipment.

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