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Product Support Specialist

2 months ago

Fort Worth, United States Tacony Full time

Tacony Corporation is on the lookout to find our next Product Support Specialist to join the team in Ft. Worth, TX We are looking for someone who is passionate about delivering an unsurpassed customer experince and supporting products in the commercial floorcare division. Being a family centric business for over 75 years, we aren’t just looking for anybody, we are dedicated to finding someone who enjoys what they do, enjoys the people they work with and for, and want to be part of a growth oriented, people first, purposeful organization that is dedicated to the customer and its mission and vision.

What began in Nick Tacony’s basement as a post-war, start-up company 75 years ago has since grown into an internationally recognized global products company with multiple offices, 300+ employees, and, successful sales in over 100 countries. Now operating under experienced 3rd generation family leadership, the Tacony Corporation (“Tacony”) is ready to write its next chapter as a distributor, manufacturer, wholesaler, and, marketer of diverse and innovative products in the sewing, home floor care, and, commercial cleaning marketplace. For more information on Tacony and its range of retail and commercial product offerings, visit www.tacony.com.

This role involves the facilitation of technical information or configuration (part numbers) to the customers to correct product issues. And responsible for creating and maintaining cases documenting any required attention or corrective action needed.

Duties and Responsibilities

  • Research questions and proactively solve problems for customers
  • Trouble shoot equipment and usage issues
  • Provide feedback and suggestions to management on improvement of product performance
  • Answer phone calls and emails from consumers in a timely and efficient manner
  • Maintain ongoing knowledge base of assigned product line
  • Actively participate in diagnosing problems and determine what repairs and actions are needed
  • Actively participate in problem solving, troubleshooting, brainstorming or other related events
  • Capture relevant data to each case in order to provide information for analysis
  • Develop and maintain team and individual goals which impact the Key Performance indicators (KPIs) like customer satisfaction, response time, warranty and other supporting metrics
Qualifications
  • High School Diploma required
  • Previous customer service and/or product support experience preferred
  • Experience with Microsoft Office products
  • Effective oral and written communication, including excellent follow-up
  • Ability to handle multiple tasks and prioritize effectively
  • Strong interpersonal skills
  • Must possess a high level of energy, attention to detail and organizational skills
  • Ability to maintain professionalism and a positive outlook despite adversity
  • Above average troubleshooting knowledge
Working Conditions & Physical Requirements
  • Exposed to a fast paced environment, with some level of distractions
  • Sits, uses a computer screen, keyboard and phone for most of the day
  • May be required to lift up to 20 lbs
Direct reports
  • No Direct Reports