Requisition #: 19269
Functional Area: Client Service
Employment Type: Full-Time
Work Options: Remote / Work from Home in the US #LI-Remote
Work Hours: 8:00 - 4:30 CST
Position Summary
The purpose of these positions is to provide high quality support to external and internal clients for cloud-based applications and hardware. This includes assisting clients in the resolution of reported issues, maintaining documentation of all support calls, and providing internal client support as needed.
The Product Support Specialist I is the initial point of contact for clients. At this level the incumbent is expected to resolve 70-80% of incidents.
Job Responsibilities
- Provides client support for assigned 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.
Qualifications
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.
We Protect People & The Businesses They Run™
Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.
J. J. Keller History: November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business – from our founding as a one-man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.
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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 $17.50 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.
If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.
Professional Referral Program: Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired.
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.
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