Product Support Specialist

About the position

The Product Support Specialist position in Plano, TX, is a non-exempt role that requires a strong understanding of client-specific products and technical experience to provide troubleshooting, problem resolution, and training to the account customer's sales team, dealers, and field support team. The specialist will deliver high-quality customer service while resolving technical issues and must adhere to departmental procedures and company policies to effectively resolve issues within the department's structure.

Responsibilities

• Handle internal and external customer calls in a professional manner to identify problems and implement solutions.
• Independently and collaboratively perform technical assistance required to maintain customer satisfaction.
• Follow up with customers to assure effectiveness of solutions.
• Identify technical and diagnostic requirements within the department and collaborate with peers to develop customer care guidelines.
• Provide technical input and solutions relative to field service, training, sales, and customer requirements.
• Analyze existing and upgraded product affecting customer and product satisfaction.
• Interface with technical leadership as required.
• Maintain call and troubleshooting procedures.
• Assist other associates within the department and/or escalate technical issues as required.
• Generate and maintain reports as required.
• Create documentation for technical product and customer support training and troubleshooting.
• Provide technical or other coaching to designated customers with specific needs.
• Maintain departmental Client/Customer's service level agreement based on established metrics.
• Issue purchase as required to meet customer needs.
• Collect and enter data for call tracking in accordance with customer policy.
• Document, prioritize, and communicate about calls which require technical assistance beyond skill set.

Requirements

• Minimum High School graduate with some college coursework; preferred, two-year degree with course studies in IT, Communications, or Business.
• 1-3 years' experience in a technical support and/or technical field service support.
• Background in hardware, product software, and devices.
• Subject Matter Expert in products supported and able to handle any problem situation including customer escalation.
• Self-motivated to keep current with technology.
• Excellent oral/written communication and interpersonal skills.
• Available to work overtime as required and rotate schedules.
• Ability to multi-task and complete assignments on schedule.
• Proven use of Microsoft Office - Excel, Access, Word, PowerPoint.
• Strong analytical and troubleshooting skills.

Nice-to-haves

• Product knowledge or aptitude for technical automotive applications or tools and equipment preferred.