Customer Support Technician

2 months ago


Jacksonville, Florida, United States HD Supply Full time
Job Overview

The role involves responding to customer inquiries via phone and email regarding product setup, troubleshooting, repairs, recommendations, specifications, and warranty guidelines. The specialist will evaluate product issues, research relevant information, and provide suitable recommendations for resolution. It is essential to keep customers informed about applicable regulations and restrictions within the industry.

Key Responsibilities

1. Review customer cases, sales inquiries, and service requests to identify product-related issues.
2. Analyze product challenges and propose effective solutions.
3. Conduct thorough research on product concerns, utilizing technical documentation and online resources.

4. Collaborate with Sales, Customer Service, and Product Management teams to develop solutions for sourcing, operational, and application challenges.

5. Utilize product expertise to educate customers on proper usage and installation.

6. Stay updated on relevant regulations to ensure compliance and safety in customer orders.

7. Handle internal and external inquiries regarding product information.

8. Assist customers in navigating the product catalog, sourcing items, placing orders, and providing quotes.

9. Compare and evaluate products to recommend the best options based on customer requirements.

10. Follow up with customers as necessary to ensure satisfaction.

11. Provide training and support to staff members.

Work Environment

The position is primarily based in a comfortable indoor setting, with minimal exposure to unpleasant conditions. Most tasks are performed while seated, with opportunities for movement throughout the day. Overnight travel is typically less than 10% of the time.

Qualifications

A high school diploma or GED is strongly preferred. Specialized training or certification may be required. Generally, 2-5 years of relevant experience is expected.

Diversity and Inclusion Commitment

HD Supply is dedicated to fostering a culture that promotes equity, respect, and advocacy for all associates. We value the diversity of our workforce and are committed to equal employment opportunities for all candidates.

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