Product Support Specialist
2 months ago
This position works with providers, suppliers, and internal & external customers via email and phone. The right person will understand how to read between the lines on what a customer is asking or having trouble with. They will be good at asking the right questions to pull the information out of the client/member. This is a contact center position that provides customer service and technical support. Former Help Desk can be useful but this person must have been a product service in a call center environment. They will go through weeks ( approx. 6 weeks) of training. They need to be able to retain information about a large number of products and also be able to research to find solutions, if they do not know the answer. This position is customer facing so verbal communication, grammar, etc. are very important.
• Communicate and coordinate with customers, members, field teams, business partners, distributors and suppliers to resolve issues in a timely manner
• Assist members with password reset issues via phone
• Provide support to members via troubleshooting of issues on products
• Provide website support to members via phone and at times via email or chat
• Keep records of member interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in CRM tool
• May initiate customer contact to proactively identify and address customer needs
• Monitors the resolution process to ensure other departments follow through on requests
• Provide product and service information for members by researching multiple databases for resolution
• Follow up on member inquiries not immediately resolved
• Escalate unresolved issues to Level II support
Must Have:
• Excellent communication skills (Verbal and Written)
• 3+ years phone and email support for products (solving problems that are not black & white - may take days to solve due to research to find answer)
• External client facing
• Call center environment experience
• 1+ Year help desk experience preferred
• Strong problem solving skills
• Customer Service/Product service experience
• Critical/Analytical thinking
• Reading Comprehension
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