Product Support Specialist
Apply now »Date: Apr 9, 2021
Location: Neenah, WI, US, 54957
Company: J. J. Keller & Associates, Inc.
Requisition #: 13349
Functional Area: Customer Service
Employment Type: Full-Time
Work Options: Remote / Work from Home in City listed above
Work Hours: Monday - Friday 8 a.m. - 4:30 p.m.
Position Summary
J. J. Keller has multiple FULL-TIME Product Support Specialist Openings! J. J. Keller is a privately held, family-owned company since 1953 and is dedicated to helping employers protect people and the businesses they run. With more than 7 million employers in this country, the need for our safety and compliance solutions is always growing. If you are passionate about Making a Difference and providing a great client experience, these openings may be the perfect fit! As a Product Support Specialist, you will be joining our growing Technology team to support our cloud-based software solutions, which are sold to businesses to help manage their safety and regulatory compliance needs.
As a Product Support Specialist, you will answer inbound phone calls and assist customers with first-level support on concerns they may have with their cloud-based solutions. If you have prior call center experience, a willingness to learn, and are passionate about helping others, we want to talk to you! We’ll provide you with on-the-job training to ensure you have the tools and knowledge necessary to succeed, along with many perks that make J. J. Keller an Employer of Choice!
Job Responsibilities
- Provides client support for assigned products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc.
- 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.
- 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. Occasional travel to offsite offices, customer sites and/or industry and training events may also be required, depending on assignment.
|
Nearest Major Market: Oshkosh
Nearest Secondary Market: Appleton
Job Segment:
Law, Compliance, Cloud, Public Health, Call Center, Legal, Technology, Healthcare, Customer Service