Product Support Associate

2 weeks ago

Portsmouth, United States Connexion Systems & Engineering, Inc. Full time
Job DescriptionJob Description

The Product Support Associate is responsible for providing fast, effective, and professional support to customers and installers of Cirrus products via phone and email, facilitating a frictionless product experience. They are responsible for diagnosing and resolving product issues.

Responsibilities
? Receive, assign, and manage support requests via phone or email
? Talk with customers to resolve issues through a series of actions
? Follow support processes to identify and resolve level 1 support issues
? Follow the escalation process to push complex issues to level 2 support
? Accurately process and record call transactions using support ticketing software
? Track tickets through support process until completion, including appropriate followup.
? Create orders for replacement parts and track returns to ensure that parts are returned
per warranty guidelines
? Align performance to assigned KPI goals individually and for your team
? Perform additional duties as assigned

Skills and Qualifications
? Strong organizational skills, problem-solving, and attention to detail
? Exceptional phone etiquette
? The ability to manage multiple priorities and be comfortable working under pressure
? Self-motivated and able to work in a team environment
? Ability to give full attention to what other people are saying, to use logic and reason to
identify the strengths and weaknesses of alternative solutions
? A basic knowledge of software and hardware for personal computers and smartphones
? A technical mindset with a passion to learn about and understand our product
? Excellent written and verbal communication skills to deal effectively with internal and external contacts
? Knowledge of customer service principles and practices
? Ability to learn new skills, software, hardware and repair processes
? Innovative thinker who is positive, proactive, and readily embraces change

Education and Experience
? High school diploma or equivalent required
? Customer Service/Support, Communications, or electronics field a plus

 

Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.

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