Product Support Specialist
2 days ago
This role involves working closely with various stakeholders, including providers, suppliers, and internal and external customers, to provide exceptional customer service and technical support via email and phone.
Key Responsibilities:
- Communicate and coordinate with customers, members, field teams, business partners, distributors, and suppliers to resolve issues in a timely manner
- Assist members with password reset issues via phone
- Provide support to members via troubleshooting of issues on products
- Provide website support to members via phone and at times via email or chat
- Keep records of member interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in CRM tool
- May initiate customer contact to proactively identify and address customer needs
- Monitors the resolution process to ensure other departments follow through on requests
- Provide product and service information for members by researching multiple databases for resolution
- Follow up on member inquiries not immediately resolved
- Escalate unresolved issues to Level II support
Requirements:
- Excellent communication skills (Verbal and Written)
- 3+ years phone and email support for products (solving problems that are not black & white - may take days to solve due to research to find answer)
- External client facing
- Call center environment experience
- 1+ Year help desk experience preferred
- Strong problem solving skills
- Customer Service/Product service experience
- Critical/Analytical thinking
- Reading Comprehension
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