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Product Support Associate

Portsmouth, NH 03801

Posted: 04/21/2023 Industry: Customer Service/Account Management/Call Center Job Number: DC933677421 Pay Rate: $22-24 / hour

Job Description

Product Support Associate
8:00am-6:00pm Monday thru Friday
*Flexibility Needed*
As the Product Support Associate, you will be responsible for assisting our customers with the support process for our product. 
  • 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 follow-up.
  • Create orders for replacement parts and track returns to ensure that parts are returned per warranty guidelines.
  • Complete LEAN training and participate in continuous improvement projects when you see the potential to eliminate waste.
  • Align performance to assigned KPI goals individually and for your team.
  • High school diploma or equivalent required. Prior experience in customer service/support, communications, or electronics field a plus.
  • 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.
  • Handle multiple tasks.
Environmental Conditions:
Work environment is fast paced and fast moving. The majority of the time would be spent sitting or standing at a desk in an office setting with moderate temperatures throughout the year
Physical Capabilities:
Frequently required to sit or stand for long periods of time. Position requires use of headset/microphone. Ability to lift, carry, and move up to 50 pounds.
Pay: $22.00 - $24.00

Meet Your Recruiter

Dylan Croston

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