AddressTitle: Product Support Associate
Hiring Organization: Connexion Systems & Engineering
- Duration: TEMP- PERM
- Pay rate: $22-24/hr
- Job Location: Rye, NH
- Job# 16650
Actively looking to build a world-class support team - come be part of the journey! If you are self-motivated, a problem solver, can stay ahead of deadlines and a team player, continue reading.
The Product Support Associate is responsible for providing fast, effective, and professional support to customers and installers of company products via phone and email, facilitating a frictionless product experience. They are responsible for diagnosing and resolving product issues.
Responsibilities
? Receive, assign, and manage support requests via phone or email
? Talk with customers to resolve issues through a series of actions
? Follow support processes to identify and resolve level 1 support issues
? Follow the escalation process to push complex issues to level 2 support
? Accurately process and record call transactions using support ticketing software
? Track tickets through support process until completion, including appropriate followup.
? Create orders for replacement parts and track returns to ensure that parts are returned
per warranty guidelines
? Align performance to assigned KPI goals individually and for your team
? Perform additional duties as assigned
Skills and Qualifications
? Strong organizational skills, problem-solving, and attention to detail
? Exceptional phone etiquette
? The ability to manage multiple priorities and be comfortable working under pressure
? Self-motivated and able to work in a team environment
? Ability to give full attention to what other people are saying, to use logic and reason to
identify the strengths and weaknesses of alternative solutions
? A basic knowledge of software and hardware for personal computers and smartphones
? A technical mindset with a passion to learn about and understand our product
? Excellent written and verbal communication skills to deal effectively with internal and external contacts
? Knowledge of customer service principles and practices
? Ability to learn new skills, software, hardware and repair processes
? Innovative thinker who is positive, proactive, and readily embraces change
Education and Experience
? High school diploma or equivalent required
? Customer Service/Support, Communications, or electronics field a plus
Physical Requirements
? Must be able to sit for long periods of time
? Position requires use of headset/microphone
Please use the apply button to submit your resume for consideration. A Connexion Representative will contact you immediately.
When responding to this job posting you MUST include the Job# and Job Title in your subject line.
If you are active in a job search but this job is not for you, please reach out to . We would be glad to help you find the perfect job!
