Product Support Engineer

2 weeks ago

Peoria, United States Rose International Full time

Education & Experience Required:

- Preferred college or university degree, technical certification and/or equivalent experience.

-At least 2 years of experience in product service support, application support, or equivalent support work.

Technical Skills (Required)

-Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.

-Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of others as needed

-This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.

-Experience with the use of Salesforce, specifically for Customer Relationship Management

-Experience in Contact Center Operations, specifically related to customer experience and/or customer support

-Vendor Management experience

Soft Skills (Required)

-Strong planning and communication skills

-Strong critical thinking/problem solving skills

-Excellent customer service mentality.

-Strong attention to detail

-Initiative and/or independent problem solving

Major Purpose:

The Product Support Analyst is responsible for monitoring overall performance of assigned digital products/applications and handling customer issues through resolution. This position will serve as the Product Support/Subject Matter Expert for an assigned client Digital eCommerce Workstream.

This particular client's Digital eCommerce workstream is responsible for the following products/applications:

Solar (Solar Turbines | Powering the Future)

SDSO (Single Digital Support Option)

Home & Outdoor Power

Switchboard referrals via corporate contact center (employment, donations/sponsorships, dealer locations)

Position’s Contributions to Work Group:

-Serves as an eCommerce workstream Product expert / Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream

-Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Client for every interaction.

-Triage / Troubleshooting – also support to Tier 1 Supplier agents

-Tactical – Timely resolution and follow-up with customer & dealers

-Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.

-Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.

-Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.

-Manages hand-ups/escalation paths in support of daily operations.

-Manages requests to the urgency defined by our service level agreements.

-Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.

-Supports continuous improvement efforts.

-Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.

-Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.

-Support Digital Product training for CSRs

-Supports the development and maintenance of Business Rules

-Validate and create process maps

-Provides input to digital product and application support teams.

-Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

-Employee is also responsible for performing other job duties as assigned by Client management from

-time to time.

Interaction with team:

-Team consists of 8 folks on the immediate team, working with primarily supplier tier 1 support/support agents ( 50 people)

-Working internally with various client Depts.

Work environment:

-Hybrid work model ( 1x in office as of now)

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.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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