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Product Support Specialist

2 months ago

Stafford, United States Neuralog Enterprises, Inc. Full time
Product Support Technician

Neuralog Enterprises, Inc. is seeking a skilled Product Support Technician to join our team. As a key member of our Product Support team, you will play a crucial role in ensuring the smooth operation and customer satisfaction of our products.

Key Responsibilities:
  • Troubleshoot and resolve technical issues with our customers, including hardware and software problems.
  • Provide remote solutions to minimize customer downtime and avoid wait and travel time for onsite service.
  • Support a diverse customer base with mission-critical attributes, requiring adaptability and effective communication.
  • Collaborate with engineering and sales departments to improve product performance and customer satisfaction.
  • Document issues and resolutions for future reference and reporting to the engineering department.
Requirements:
  • Documented job history with technical background, including software and hardware knowledge, troubleshooting, problem-solving, team collaboration, and customer service expertise.
  • Experience with a variety of computer applications, databases, remote access applications, and network configurations.
  • Exceptional communication skills to manage interactions with a culturally diverse customer base.
  • Ability to de-escalate and prioritize interactions with customers while delivering world-class customer satisfaction.
  • Prior experience in a care center or remote support center managing service events via a ticketing system.
  • Knowledge of structured methodology to resolve issues, such as 5-step troubleshooting.
  • Prior field service experience repairing and troubleshooting electro-mechanical commercial products on location at customer sites.
  • Graphics and/or application support experience.
What We Offer:

We provide product-specific training to ensure you have the necessary skills to support our products. If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.