Product Support Specialist
2 days ago
Job Summary:
As a Product Support Analyst, you will play a pivotal role in enhancing customer experience for our innovative digital products. You will leverage your expertise to monitor, troubleshoot, and resolve customer issues while serving as the subject matter expert for an eCommerce workstream.
This role requires a strong passion for providing exceptional support and driving continuous improvement. You will help us power digital solutions in a collaborative environment.
Responsibilities:
- Provide worldwide support for digital products and applications associated with the corresponding workstream.
- Serve as an eCommerce workstream Product expert / Subject Matter Expert, staying current with all digital products and applications associated with their respective workstream.
- Manage cases to provide an appreciated, secure, and effortless experience with customers, dealers, and internal teams.
- Triage and troubleshoot customer issues, supporting Tier 1 Supplier agents.
- Timely resolution and follow-up with customers and dealers.
- Issue identification and investigation, including basic triage, statistical analysis, and testing.
- Resolution of commitments, formally documenting issues and providing follow-up on the resolution process.
- Manage hand-ups/escalation paths in support of daily operations.
- Manage requests to the urgency defined by our service level agreements.
- Serve as the primary point of contact for Tier 1 for the lines of business the Digital/Prod Service Engineering supports.
- Support continuous improvement efforts.
- Create and update self-service and Tier 1 support knowledge articles for digital products and applications.
- Analyze and develop new customer service rep training or customer self-service opportunities.
- Support Digital Product training for CSRs.
- Support the development and maintenance of Business Rules.
- Validate and create process maps.
- Provide input to digital product and application support teams.
- Conduct occasional dealer and customer visits to provide expert technical assistance.
Requirements:
- College or university degree, technical certification, or equivalent experience.
- At least 2 years of experience in product service support, application support, or equivalent support work.
- Interpersonal skills to deal with sensitive, emotional, or potentially controversial situations.
- Ability to influence behavior change in people and/or obtain cooperation and commitment as needed.
- Experience with project management methodologies.
- Experience with Salesforce, specifically for Customer Relationship Management.
- Experience in Contact Center Operations, specifically related to customer experience and/or customer support.
- Strong planning and communication skills.
- Strong critical thinking/problem-solving skills.
- Vendor Management experience.
Qualifications:
- Experience level: Experienced
- Minimum 2 years of experience
- Bachelor's degree
Equal Opportunity Employer:
Randstad Digital is an equal opportunity employer. We welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants.
If you require a reasonable accommodation to make your application or interview experience a great one, please contact us.
We offer a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
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