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Product Support Specialist

3 months ago

Ontario, United States Oceania International Full time
Job DescriptionJob Description

At Oceania International, we are a diversified company with business interests in e-commerce, advanced materials, and renewable energy. Our mission is to bring high-quality consumer products at low cost by combining innovative marketing with data-driven technologies. Since our founding, Oceania International has experienced rapid growth, expanding our market internationally to over ten countries in North America, Europe, and Asia.

We are seeking a diligent and customer-oriented Product Support Specialist to join our team. This role is essential in providing exceptional support to our customers regarding our products and services. The ideal candidate will have excellent communication skills, a strong attention to detail, and a passion for helping others. You are meticulous in providing excellent customer services by handling a variety of customer queries related to our diverse product lines. The ideal candidate will also have a strong technical background and the ability to troubleshoot and resolve customer issues effectively.

Requirements

Main Responsibilities/Functions:

Customer Support:

  • Provide prompt and professional responses to customer inquiries via phone, email, and live chat.
  • Address and resolve customer issues related to product usage, features, and functionality.
  • Assist customers with product selection, installation, and troubleshooting.

Technical Assistance:

  • Handle technical queries related to our products, offering detailed explanations and solutions.
  • Collaborate with the technical team to resolve complex issues and provide accurate information to customers.
  • Maintain up-to-date knowledge of all product lines and their technical specifications.

Documentation and Reporting:

  • Document customer interactions, issues, and resolutions in the customer support system.
  • Generate reports on common issues and customer feedback to help improve products and services.
  • Contribute to the development of FAQs, user manuals, and support documentation.

Cross-Functional Collaboration:

  • Work closely with the sales, marketing, and product development teams to relay customer feedback and insights.
  • Assist in the training of new team members and share best practices within the support team.
  • Participate in team meetings and provide input on process improvements.

Product Knowledge:

  • Stay informed about the latest developments in our product lines and the industries we serve.
  • Stay updated on industry trends, emerging technologies, and competitor products to continuously improve technical support services and stay ahead of the curve.
  • Attend product training sessions and workshops to continuously enhance product knowledge.
  • Test new products and features to understand their functionality and potential customer issues.

Qualifications:

Must Haves:

  • Bachelor’s degree in a relevant field or equivalent work experience.
  • Minimum of 2 years of experience in customer service or technical support roles.
  • Language requirement: Mandarin/Chinese
  • Strong technical aptitude and the ability to understand and explain complex product features.
  • Excellent communication skills, both written and verbal.
  • Proficiency in using customer support software and tools.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Strong problem-solving skills and attention to detail.

Bonus Qualifications:

  • Knowledge of our product lines: Bicycles & E-Bikes, Industrial Kitchen Appliances, Gun scopes, and Automated Gate Openers.
  • Bilingual abilities are a plus.

Working Conditions and Physical Requirements:

There are prolonged periods of sitting, standing and working at a computer and on the phone with a headset.

Job Type: Full-time

Benefits

Pay: $22.00 - $26.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off

Experience level:

  • 2 years

Shift:

  • 8 hour shift
  • Morning shift

Weekly day range:

  • Monday to Friday

Work setting:

  • In-person

Ability to Commute:

  • Ontario, CA 91761 (Required)

Ability to Relocate:

  • Ontario, CA 91761: Relocate before starting work (Required)

Work Location: In person