Product Support Specialist

6 days ago

Olathe, Kansas, United States Garmin Full time

Overview:

We are seeking a full-time Product Support Specialist - Marine in our Olathe, KS location. In this role, you will be responsible for getting people back to their passion by providing basic technical customer support for Garmin's consumer products, answering phone calls, emails, chat and web posts in a timely manner while escalating issues for resolution, documentation, and follow-up when necessary.

Mon - Fri 8:00am - 5:00pm

Responsibilities:

Essential Functions

  • Resolve basic customer concerns regarding Garmin products and services via phone calls, email inquiries, chats and social media/web formats
  • Display strong customer support skills and always maintain professional interactions with Garmin customers and co-workers
  • Become knowledgeable in the specifications, capabilities and operation of Garmin products
  • Remain current on changes in policies, procedures, and product offerings
  • Complete tasks and/or projects of basic complexity within defined process accurately and timely
  • Thoroughly document work in an organized and timely manner
  • Work a consistent and reliable schedule as identified by management

ESSENTIAL FUNCTIONS FOR SPECIFIC FOCUS AREAS:

Bilingual Specialist

  • Provide support to Garmin customers in designated language – French/Portuguese/Spanish
  • Demonstrate international cultural awareness
  • Transcreate basic knowledge articles and FAQ's

Community Moderator

  • Engage with customer messages across multiple social channels as well as ensure that customers have a positive experience
  • Develop product knowledge across multiple segments
  • Possess a fundamental understanding of the social media channels

Shared Support Coordinator

  • Consistently communicate with accounting department to resolve issues related to orders
  • Demonstrates ability to find creative solutions to order and exchange questions
  • Performs troubleshooting of tasks on issues reported by various departments such as transportation issues and returns
  • Answer mildly complex questions from Product Support on order issues and entry questions
  • Review problem orders and notify customers of any issues or delays
  • Basic knowledge of key systems

Qualifications:

Basic Qualifications

  • High School Diploma or GED
  • Demonstrated interest for the product segment and interest in developing product knowledge
  • Demonstrated customer service expertise
  • Demonstrated strong and effective verbal, written, and interpersonal communication skills
  • Personal or professional demonstrated technical aptitude, problem solving and troubleshooting ability
  • Must exhibit professionalism, be team-oriented, possess a positive attitude, work well with others and have excellent time management and follow-up skills
  • Demonstrated reliable and predictable attendance
  • Demonstrated computer skills and ability to navigate multiple screens

Desired Qualifications

  • Fluency in Spanish, Portuguese and/or French languages in addition to English

Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age or disability.

This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits

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