Support Specialist

4 weeks ago

Sunnyvale, United States Rose International Full time

Date Posted: 05/09/2024

Hiring Organization: Rose International

Position Number: 463824

Job Title: Support Specialist

Job Location: Sunnyvale, CA, USA, 94089

Work Model: Onsite

Employment Type: Temporary

Estimated Duration (In months): 13

Min Hourly Rate ($): 32.00

Max Hourly Rate ($): 36.00

Must Have Skills/Attributes: Analytical Skills, Customer Service, Ticketing Systems


Job Description


**Only those lawfully authorized to work in the designated country associated with the position will be considered. **


**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements. **


The Service Management and Operations Group is seeking a Product Specialist to help the Client customers achieve success by understanding their needs and responding quickly and effectively to requests.

We are looking for someone who is a strong and passionate advocate for our customers while providing inputs for Customer Support materials creation, and managing escalations and communications with Client Engineering, Quality, and Reliability teams. This role needs to be an influencer to align cross-functional partners to ensure the best possible experience for our customers.


Required Skills/Experience:

• Bachelor's (BS) or Master's (MS) degree in Technical Support or Customer Service.

• 3+ years of experience in Technical Support or Customer Service serving consumers and Enterprise customers.

• Strong written and verbal communication skills /XFN collaboration

• Empathy for the customers / the contact center agents (need to put themselves in the customer’s and agent’s shoes) – Note: Strong Customer Service skills

• Able to juggle multiple projects or assignments


Preferred Skills:

• Analytical skills (some of the product teams will ask how many customers are impacted)

• Customer electronics experience

• Achieve results with minimal supervision


Job Responsibilities:

• Provide inputs to Customer Support’s technical training, agent knowledge base, help center articles and videos, and known issues creation during new product launches and sustaining.

• Own technical support escalations via our established ticketing system.

• Partner with Customer Support to optimize technical support escalation flows.

• Act as a liaison between Customer Support and engineers.

• As required, work through and own advanced Tier 3 customer related issues through to resolution.

• Drive our consumer technical support strategy and establish process the optimizes for customer satisfaction.

• Develop Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions.

• Provide feedback on customer support training and quality improvements needed at vendor partner locations.

• Compile and analyze Voice of the Customer reports.

• Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to Engineering, Quality, Reliability, and cross-functional teams.

• Actively participate in software and hardware dogfood to provide feedback from Customer Support and user’s perspective.

• Communicate the impact of product changes during monthly software release to Customer Support.

• Create Business Requirements Document (BRD) for tooling changes.


Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.


California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

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