Product Support Specialist

2 months ago


Irving, Texas, United States Motion Recruitment Full time
About the Role

This position is a key part of our customer service team, working closely with internal and external stakeholders to provide top-notch support and technical expertise. As a Product Support Specialist, you will be responsible for resolving customer issues in a timely and professional manner, utilizing your excellent communication and problem-solving skills.

Key Responsibilities
  • Communicate and coordinate with customers, members, and business partners to resolve issues and provide support
  • Assist members with password reset issues and provide technical support for products
  • Provide website support to members via phone and email, and troubleshoot issues to find solutions
  • Keep records of member interactions and transactions, and monitor the resolution process to ensure follow-through
  • Initiate customer contact to proactively identify and address customer needs, and escalate unresolved issues to Level II support
Requirements
  • Excellent communication skills (verbal and written)
  • 3+ years of phone and email support experience for products, with a focus on solving complex problems
  • External client-facing experience, with a strong understanding of customer service and product support principles
  • Call center environment experience, with a focus on critical thinking and analytical skills
  • Strong problem-solving skills, with the ability to research and find solutions to complex issues
  • Critical/analytical thinking, with a focus on reading comprehension and written communication


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