Product Support Specialist II

 Requisition #: 19664
Functional Area:  Client Service
Employment Type:  Full-Time
Work Options:  Remote / Work from Home in the US #LI-Remote
Work Hours:  7:00 AM - 3:30 PM

Position Summary

The purpose of these positions is to provide high quality support to external and internal clients for cloud-based applications and hardware.  This includes assisting clients in the resolution of reported issues, maintaining documentation of all support calls, and providing internal client support as needed.

The Product Support Specialist II provides tier II level support for escalated incidents that require more in-depth diagnostics; however, they will also perform the tier I support functions as needed to support overall team operations.  This position will also provide on-call support during non-standard business hours.

Job Responsibilities

• Provides client support for any Technology Solutions products/services via phone, email, chat, etc. Handles client calls for both Tier I and Tier II support. Meets department metrics for number of calls, resolution time etc.
• Serves as primary support contact for assigned accounts.  Provides timely and effective support, identifies trends, and collaborates with team members across the department to ensure client satisfaction and drive continuous improvement.
• Independently analyzes and resolves support issues in line with knowledge level.  Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
• Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
• Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.
• Conducts ticket/log reviews and provides coaching and feedback to Tier I team members. 
• Serves as the main technical resource to resolve escalated issues. Takes ownership of the customer experience, seeing the customer through to resolution.
• Performs in-depth diagnostics to resolve complex issues.   Develops and implements action plans as appropriate.
• Identifies and communicates support trends, product improvements, recurring problems and suggested solutions.
• Reviews support logs to identify enhancements to documentation and processes. Maintains support and training documentation as required.
• Provides technical support to sales representatives and other internal clients as required.
• Assists with testing new applications, support patches, new releases, hardware design/functionality, etc.
• Coordinates client cancellations.
• Facilitates hardware return and warranty replacement process.
• Provides on-call support to clients calling after-hours mobile number, responding to incoming after-hours calls immediately.

Qualifications

Education and Experience

• High School Graduate or General Education Degree (GED).
• Associate's Degree in a computer-related field preferred.
• 1+ year of experience in an application or mobile support role, including smartphone applications and connected devices.

Other Requirements:

• Proficient in the use of a PC and able to flow seamlessly between multiple systems and applications. 
• Ability to utilize a variety of applications and connected devices.
• Commitment to providing outstanding client service.
• Quality minded and detail oriented.
• Ability to work in a fast-paced environment.
• Strong problem-solving skills.
• Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
• Empathy and de-escalation skills.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. 

We Protect People & The Businesses They Run™

Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.

J. J. Keller History:  November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business – from our founding as a one-man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.

J. J. Keller Career Stories:  Click HERE to hear from our associates about what they have to say about life as an associate at J. J. Keller.

J. J. Keller Earns 8th Great Place to Work Certification™:  Click HERE to find out what makes J. J. Keller great.

J. J. Keller Certified as a Top 100 Most Loved Workplace® in America:  Click HERE to find out why our associates LOVE working at J. J. Keller.

2024 Top Company for Women to Work for in Transportation:  Click HERE to learn more about this prestigious recognition.

J. J. Keller provides a competitive benefit package which includes the following (eligibility requirements apply):  Medical, Dental, and Vision Insurance, 401(k) and Profit Sharing Plan, etc. The compensation range for this role is $24.00 to $24.00 which varies depending on factors including, but not limited to, a candidate’s overall experience and geographic location. Note that J. J. Keller is not currently recruiting employees to work in California.

If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.

Professional Referral Program:  Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired.

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.