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Technical Support Advisor

2 months ago

Reading, Pennsylvania, United States Spectrum Brands Full time

Client Support Specialist

Position Overview

The Client Support Specialist plays a crucial role in delivering exceptional service to our customers. This position involves managing a high volume of incoming technical inquiries, providing knowledgeable assistance, and directing customers to appropriate resources when necessary. The ideal candidate will handle consumer inquiries, complaints, and warranty orders with professionalism and care, ensuring a top-tier customer experience.

Key Responsibilities

  • Consumer Support (85%)
    • Efficiently receive and process warranty support calls, gathering essential information while ensuring a five-star experience for the customer.
    • Utilize a computer-based CRM system to document consumer issues, troubleshoot effectively, and manage warranty order fulfillment.
    • Provide warranty assistance in line with company policies, including tracking and entering warranty orders.
  • Training & Feedback (10%)
    • Engage in ongoing training sessions to enhance job-related skills.
    • Monitor consumer feedback and surveys, offering best practice responses.
    • Act as a resource for internal inquiries, sourcing information as needed.
  • Additional Duties (5%)
    • Participate in team meetings and maintain regular attendance as per company policy.
    • Complete related tasks as required.

Qualifications

  • High School diploma or equivalent.
  • Proficiency in Microsoft Office and Excel.
  • Ability to type at least 40 words per minute.
  • Strong verbal and written communication skills; bilingual abilities in Spanish and/or French are advantageous.
  • Minimum of one year of experience in a customer support role, preferably in a product-based environment.
  • Familiarity with technical product issues and a basic mechanical aptitude.
  • Capacity to work effectively under pressure and manage difficult customer interactions.
  • Flexibility to work overtime and weekends as needed.

Work Environment

The Client Support Specialist must possess excellent interpersonal skills and the ability to work collaboratively in a team setting. Strong organizational skills and the ability to multitask are essential to meet daily objectives. The role requires independence and the ability to follow directions from leadership while adhering to teamwork principles.

This position allows for a hybrid work model, with the expectation of being in the office at least two days a week, while other days can be worked remotely.

Spectrum Brands is committed to creating a diverse environment and is proud to be an equal opportunity employer.