Product Support Specialist (M-F 9:30am - 6pm)

 Requisition #: 19769
Functional Area: Client Service
Employment Type: Full-Time
Work Options: Remote / Work from Home in the US #LI-Remote
Work Hours: Mon - Fri 9:30am - 6:00pm central time

Position Summary

Hours: Monday - Friday, 9:30 a.m. - 6 p.m. CST

The purpose of this position 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 I is the initial point of contact for clients. At this level the incumbent is expected to resolve 70-80% of incidents.
 

Why J. J. Keller?

• Annual Reviews, Merit Increases & Quarterly Bonus Program Paid Out When Company Goals are Met!
• Medical / Dental / Vision Insurance
• Tuition Reimbursement, eligible your FIRST DAY
• 401(k) with Employer Match + Company-Funded Annual Profit Sharing
• 17 Days Paid Time Off (PTO) + 8 Paid Company Holidays + 1 Paid Floating Holiday

Job Responsibilities

• Provides client support for any Technology Solutions products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc.
• Provides guidance to customers on the use of software applications and hardware devices.
• 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.

Qualifications

Education and Experience

• High School Graduate or General Education Degree (GED).
• 1+ year of customer service experience, preferably in a high-volume, service environment.
• Experience supporting mobile applications or cloud-based applications a plus.
• Ability to learn and utilize a variety of software applications.
• Experience with smartphone applications.
• Strong technical aptitude and interest.

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.
• …