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Technical & Customer Support Specialist

2 months ago

Ontario, United States Oceania LLC Full time

Summary:

Gunnr is a premier brand dedicated to providing high-quality gun accessories to firearm enthusiasts and professionals. Our product range includes state-of-the-art gun scopes, mounts, and other essential accessories designed to enhance the shooting experience. We pride ourselves on delivering exceptional products and outstanding customer service. We are currently seeking skilled customer support as well as honed experience as technical support specialist roles with prior experience in the gun accessory industry to join our team.

This role will be responsible for providing technical support and exceptional customer service to our clients. It requires a deep understanding of gun accessories and the ability to troubleshoot and resolve technical issues efficiently. The ideal candidate will have prior experience in customer support within the gun accessory industry and possess excellent communication skills.

Main Responsibilities/Functions:

Customer Support:

  • Respond to customer inquiries via phone, email, and live chat promptly and professionally.
  • Provide technical support and guidance on the use of Gunnr's products, including gun scopes, mounts, and other accessories.
  • Assist customers with product selection, installation, and troubleshooting.
Technical Assistance:
  • Diagnose and resolve technical issues related to Gunnr's products.
  • Collaborate with the technical team to address and resolve complex customer issues.
  • 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 gun accessories and the firearms industry.
  • 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:
  • Bachelor's degree in a relevant field or equivalent work experience.
  • Minimum of 2 years of experience in customer support within the gun accessory industry.
  • Strong technical aptitude and the ability to understand and explain complex product features.
  • Excellent written and verbal communication skills.
  • 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.
  • Passion for firearms and gun accessories.


Working Conditions and Physical Requirements:

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

Traveling may be required.