glassdoor.com sales-marketing product support specialist

Product Support Specialist



Renowned and reputable global client located in the DTC is searching for a Product Support Specilist.

Essential Duties and Responsibilities:

  • Customer Service and experience focused
  • Deliver product support to agents and brokers (products to be trained)
  • Demonstrates a constant sense of urgency during each customer interaction focusing on customer empathy and outstanding customer service
  • Provide the Product Support leadership team regular updates as to the success of the Product Support team by identifying key performance indicators
  • Works in high performing team environment where collaboration, performance and customer service are the highest priorities
  • Analyze support inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
  • Team player who exhibits continued improvement by understanding the business, industry and best practice service models
  • Effectively leverage resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within the team as well as cross-functionally with other departments, to increase productivity
  • Liaise with other departments on projects and company initiatives as needed
  • Provides technical support of proprietary applications and software
  • Assists in the pre-production testing of application upgrades and/or custom developed applications and be responsible for assisting in the deployment of the production ready products
Skills/certifications

Customer Service, disciplined, experience working in remote environment, ITIL, Salesforce, communication (both written and verbal), thorough and detail focused,

special offer