Product Specialist

Job Responsibilities

Job Duties and Responsibilities

Provide a superior experience to our customers via phone, e-mail, or in-person
Maintains quality customer service by following organization standards
Manage multiple tasks and prioritize successfully
Provide general support to end-users in response to inquiries, concerns, and requests about products, services, training and troubleshooting links and guides
Proficient with Saleforce and case management
Drive departments KPI’s - <48hr. case closure rate, >4.0 CSAT, >8.0 NPS
Develop depth of  technical skills and product knowledge to support resolution for customer issues
Diagnose hardware and software faults/problems, Upgrading software by documentation or onboard using Logmein 123
Troubleshoot cutting performance issues to customer satisfaction. Escalate to Applications when necessary
Make service parts recommendations to customers and work with customer service to ensure a good customer experience
Identify and escalate priority issues and route to proper department personnel
Follow-up and make scheduled callbacks to customers when necessary
Research required information using available resources
Communicate needs for technical support documents to streamline response times and improve customer experience
Promote continuous improvement, training, and troubleshooting resources for the department
Stay current with system information, changes, and updates
Build and maintain customer relationships.

Job Requirements

Education and Experience
•    High School Education or GED
•    Associates Degree or Technical Certificate preferred
•    Call center background preferred
•    Minimum of two years’ experience of industrial electrical knowledge including wiring, control panels, systems, and components
•    Must have successful customer support experience
•    Proper phone etiquette
•    Computer skills required – Excel, Word, and SAP
•    Ability to speak and write clearly and accurately
•    Exceptional interpersonal, oral, and written communication skills
•    Strong analytical skills; creative problem solver
•    High level of professionalism, integrity; good judgment & decision-making skills
•    Previous experience with CRM preferred
•    CNC knowledge and CAD experience preferred
 
Physical Demands and Working Conditions
•    Physical demands:  While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear.   Repetition with activity; computer work.  Position requires the use of headset/microphone
•    Work environment:  The noise level in the work environment is usually moderate.