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Product Support Specialist

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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.

 

Other Information

 

At J. J. Keller, we are Difference Makers because the work we do truly matters. We protect people’s lives every day. In fact, more than 90% of Fortune® 1000 companies rely on J. J. Keller to help create safe work environments. Our associates have named J. J. Keller as a Great Place to Work® four years in the running. View our CAREERS video to learn more about being a Difference Maker at J. J. Keller and click here to learn what our associates have to say about life as an associate at J.J. Keller. 
 

Thank you for your interest in career opportunities with J. J. Keller & Associates, Inc.!  If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.
 

Not the right role for you, but know someone who could be a great fit? Refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired. Learn more here.
 

A Safe Environment During COVID-19:  At J. J. Keller, our purpose is to protect people - our clients and our associates. We use CDC-recommended best practices to ensure the healthiest workplace possible, and our Environment Health & Safety Team continuously monitors our pandemic protocols. During COVID-19, associate have given J. J. Keller high scores for keeping them informed and safe.
 

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


Nearest Major Market: Oshkosh
Nearest Secondary Market: Appleton

Job Segment: Law, Compliance, Cloud, Public Health, Call Center, Legal, Technology, Healthcare, Customer Service