Product Support Specialist

About the Role

The Product Support Customer Specialist is responsible for providing support and issue resolution over the phone for customers and field representatives.

Key Responsibilities

• Assume ownership of support cases assigned by a Product Support Manager and follow through until the case has been closed or reassigned.
• Use available material resources and/or consult with product experts when questions cannot be immediately answered.
• Advance the resolution of issues in a timely manner.
• Confer with customers by phone or email to obtain information about products or shipping issues.
• Document complaint or issue details and resolution in CX CRM and RMA database.
• Research product issues by consulting specifications, historical records, product inspection, assembly instructions, Product Development resources, and lighting installation.
• Enter data for customer interactions or transactions, recording details of inquiries, complaints, or comments, including documenting actions taken for resolution.
• Make decisions and negotiate settlement of the incident within assigned authority, considering the value of the customer relationship.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Complete product service request call orders, enter replacement sales orders, and/or issue call tags via FedEx.
• Recommend improvements for products, packaging, shipping, service, and/or billing methods and procedures to prevent future issues.
• Interact with all departments and outside Representatives as needed.
• Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes.
• Create and resolve tickets related to product specifications or issues.
• Aim for 24-hour acknowledgement and/or resolution to customer inquiries.
• Aim for 72 hours or less resolution to RMA (Return Authorization issues).
• Engage in classroom training or on-site support, or participate in events such as product launches, market events, and/or set up retail stores at the request of the Product Support Manager.
• Work effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibit and adhere to the established Visual Comfort Company Values.
• Demonstrate commitment, dependability, punctuality, and adherence to an agreed-upon schedule while being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

Requirements & Tech Stack

• Microsoft Office
• SAP
• Oracle CX CRM software
• FedEx
• RMA database

Qualifications

• An associate degree in business.
• Six months to one-year related experience.
• Advanced product knowledge and problem-solving skills.
• Ability to apply concepts of basic algebra and geometry.
• Exceptional organizational and time management skills, with a strong attention to detail.
• Ability to prioritize and handle multiple tasks and changing priorities.
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation.
• Exceptional communication across all contact channels, including email, chat, and phone.
• Available to work a flexible schedule including weekends, early mornings, late evenings.
• Equivalent combinations of education and experience will be considered.