Product Support Associate

1 month ago


Portsmouth, United States Westaff Full time

Westaff is looking for Product Support Associate in the Portsmouth NH area

Work Schedule: Monday-Friday, 8am-6pm

Compensation starting at $22/Hour

Location: Portsmouth NH

Job Responsibilities:

  • Receive, assign, and manage support requests via phone or email
  • Talk with customers to resolve issues through a series of actions
  • Follow support processes to identify and resolve level 1 support issues
  • Follow the escalation process to push complex issues to level 2 support
  • Accurately process and record call transactions using support ticketing software
  • Track tickets through support process until completion, including appropriate followup.
  • Create orders for replacement parts and track returns to ensure that parts are returned
    per warranty guidelines
  • Align performance to assigned KPI goals individually and for your team
  • Perform additional duties as assigned


Qualifications:
• Strong organizational skills, problem-solving, and attention to detail
• Exceptional phone etiquette
• The ability to manage multiple priorities and be comfortable working under pressure
• Self-motivated and able to work in a team environment
• Ability to give full attention to what other people are saying, to use logic and reason to
identify the strengths and weaknesses of alternative solutions
• A basic knowledge of software and hardware for personal computers and smartphones
• A technical mindset with a passion to learn about and understand our product
• Excellent written and verbal communication skills to deal effectively with internal and
external contacts
• Knowledge of customer service principles and practices
• Ability to learn new skills, software, hardware and repair processes
• Innovative thinker who is positive, proactive, and readily embraces change

Apply today for immediate consideration for our Product Support Associate job position

Members of the Military and Veterans Encouraged to Apply
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