Lead Product Support Specialist

 Requisition #: 19221
Functional Area:  Client Service; Office/Clerical
Employment Type:  Full-Time
Work Options:  Remote / Work from Home in the US #LI-Remote
Work Hours:  M-F 7:00-3:30 or 8:00-4:30

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 I is the initial point of contact for clients. At this level the incumbent is expected to resolve 70-80% of incidents.
 
The Lead position is designed to be a development role for future leaders.  This position will perform the same functions as the Product Specialist I and will also provide leadership within the team and assist the leader with on-going staff development and administrative tasks.
 

Job Responsibilities

• Provides client support for assigned 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.

Lead Product Support Specialist I – Additional Responsibilities

• Defines and facilitates project requests for the team.
• Creates and maintains documentation of procedures.
• Provides peer-to-peer coaching to new and existing support associates.
• Takes a lead role and actively participates in task forces, project teams and corporate activities. Provides expertise and leadership to support systems/process changes, product launches and regulatory changes.
• Assists the leader/manager with the following tasks: on-boarding, training, identification of coaching/development needs, and preparation for staff meetings. Also provides input on performance.
• Performs quality audits by screening calls, chats, and emails and reviewing tickets to ensure processes are followed and customer service expectations are achieved. Creates evaluation for each quality review and communicates results to leaders and associates. 

 

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.
• 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.

Lead Position - Additional Qualifications:

• 1+ year of Product Support experience.
• Leadership skills.
• Demonstrated ability to consistently reach productivity goals.
• Consistently demonstrates the success model behaviors, even in challenging circumstances.

Physical Requirements

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

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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