Product Support Specialist

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.