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Product Support Specialist
1 month ago
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:
Bachelors degree in a relevant field or equivalent work experience
Minimum of 2 years of experience in customer service or technical support roles
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
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