Technical Support Specialist
J. J. Keller & Associates, Inc. is looking for a Product Support Specialist to join their Technology Solutions team. The role involves providing high-quality support to clients for cloud-based applications and hardware, assisting in issue resolution, and maintaining documentation of support interactions.
Responsibilities
- Provides client support for any Technology Solutions products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc
- Provides guidance to customers on the use of software applications and hardware devices
- 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
Skills
- High School Graduate or General Education Degree (GED)
- 1+ year of customer service experience, preferably in a high-volume, service environment
- Ability to learn and utilize a variety of software applications
- Strong technical aptitude and interest
- 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
- Experience supporting mobile applications or cloud-based applications a plus
- Experience with smartphone applications
Benefits
- 17 days of PTO annually + 8 Paid Company Holidays + 1 Paid Floating Holiday
- Annual Reviews + Merit Increases + Quarterly Bonus Program
- New Hire On-the-Job Training
- Career Growth Opportunities
- Medical + Dental + Vision Insurance
- Free Onsite Wellness Clinic for those associates near our corporate office + free telehealth coverage for all associates regardless of where you live
- Free access to FLEX by Fitness on Demand providing 24/7 access to online workout and wellness programs
- 401(k) with Employer Match + Company-funded Profit Sharing
Company Overview
Company H1B Sponsorship