Product Support Specialist

The Product Support Customer Service Representative (PSCSR) is chiefly responsible for providing support and issues resolution over the phone for customers and field representatives.

The PSCSR will assume ownership of support cases assigned by a Product Support Manager and will follow through until the case has been closed or reassigned. If a question cannot be immediately answered, the PSCSR will be expected to use available material resources and/or consult with product experts to advance the resolution of the issue in a timely manner.

Responsibilities:

• Confer with customers by phone or email to obtain information about products or shipping issues, documents, and enter details of complaint or issue and resolution in CX CRM and RMA database
• Research product issues by consulting specifications, historical records, product inspection, assembly instructions, Product Development resources and lighting installation
• Enter data for customer interactions or transactions, recording details of inquiries, complaints, or comments including documenting actions taken for resolution
• While considering the value of the customer relationship make decisions and negotiate settlement of the incident within assigned authority
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
• Complete product service request call orders, enter replacement sales orders and/or issue call tags via FedEx
• Recommend improvements for products, packaging, shipping, service, and/or billing methods and procedures to prevent future issues
• Interact with all departments and outside Representatives as needed
• Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes
• Create and resolve tickets related to product specifications or issues
• 24-hour acknowledgement and/or resolution to customer inquiries
• 72 hours or less resolution to RMA (Return Authorization issues)
• Responsibilities described above are approximately 90% of the time allocation. In addition, the PSCSR may be requested to engage in classroom training or on-site support, or to participate in events such as product launches, market events, and/or set up retail stores at the request of the Product Support Manager

Requirements:

• Associate degree in business, and six months to one-year related experience
• Advanced product knowledge and problem-solving skills are required for this position
• Ability to apply concepts of basic algebra and geometry
• Microsoft Office, SAP, and Oracle CX CRM software required

We Provide:

• Competitive base salary plus monthly bonus compensation
• Structured training program
• Minimal cost for Medical, Vision and Dental Benefits
• Company provided Life Insurance and Short-Term Disability
• 401K match up to 4% of your contributions
• Generous vacation program with up to 14 days paid vacation the first year
• Accrued sick time
• Closed on all major holidays 

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