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Product Support Specialist

2 months ago

Tucson, United States Garmin International Inc Full time

**Product Support Specialist**

location Tucson, Arizona, United States category Operations Entry-Level Job ID: 21002CZ Posted: Nov 18th 2021 JOB DESCRIPTION **Who We Are:** We believe that sharing our customers passion for our products and their active lifestyles makes us the best equipped to resolve issues and enhance user experience. We accomplish this through teamwork, outstanding performance, and accomplishing what we say we will do.

**What We Do:**

* Promote and improve our Support Center

* Direct customers to self-service resources for convenient solutions

* Submit feedback to create new customer facing content or update existing content

**Troubleshoot and Resolve Customer Disruptions**

* Get hands-on with our products and assist customers to resolution

* Troubleshoot complex issues to determine root cause

* Build customer confidence by being a Garmin Customer and Product Expert

**Identify and Escalate Issues**

* Analyze, document and test product and software issues to create actionable engineering tickets

* Communicate and escalate trending product concerns to our engineering teams

* Collaborate with teammates to eliminate customer disruptions and advance the evolution of our products

**How We Beat Yesterday:** Garmin Product Support encourages collaboration across teams and is committed to the success of our company and our customers. Regular 1:1 meetings with managers, goal setting, reviews and team huddles are a consistent rhythm across sites to define expectations and progress. Garmin sponsored classes, skills training and personal development workshops are offered and encouraged.

**What skills are required:**

* High School Diploma or GED

* Passion for the product segment for which you are applying and desire to grow

* Demonstrated customer service expertise

* Technical aptitude, strong computer skills, problem solving and troubleshooting ability

* Demonstrated reliable and predictable attendance

* Excellent verbal, interpersonal, and written communication skills

**Other Desirable Qualifications:**

* Experience using issue management software

* Experience with Garmin devices, apps and software

* Experience with commonly affiliated third-party fitness applications

* Demonstrated system level proficiency on Android and iOS devices

*Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veterans status, age or disability.*

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