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Product Support Specialist (7:00am - 3:00pm)

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Date: Sep 16, 2022

Location: Neenah, WI, US, 54957

Company: J. J. Keller & Associates, Inc.

Requisition #: 17387
Functional Area:  Client Service
Employment Type:  Full-Time
Work Options:  Remote / Work from Home in the US
Work Hours:  Tuesday-Saturday 7:00am - 3:00pm

Position Summary

The purpose of this Tuesday-Saturday position, is to provide high quality support to external and internal clients for cloud-based applications and hardware. The Product Support Specialist I is the initial point of contact for clients.  This includes assisting clients in the resolution of reported issues, maintaining documentation of all support calls, and providing internal client support as needed.  At this level the incumbent is expected to resolve 70-80% of incidents.

This position can function remotely or on-site in Neenah, WI.


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.



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.

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. 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.

J. J. Keller provides a competitive benefit package which includes the following (eligibility requirements apply):  Medical, Dental, and Vision Insurance, 401(k) and Profit Sharing Plan, etc. The compensation range for this role is $17.50 to $20.90 which varies depending on factors including, but not limited to, a candidate’s overall experience and geographic location. Note that J. J. Keller is not currently recruiting employees to work in California. 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: Cloud, Work from Home, Technology, Contract