Product Support Specialist

Job Description

Job Description

Product Support Specialist

Description
Praesidium, Inc. is the national leader in abuse risk management. We are mission-driven to help organizations reduce the risk that a child, vulnerable adult, or the elderly will be abused by an employee, volunteer, or another program participant. Praesidium offers a comprehensive array of loss control and risk management services and products. Visit our website at

Job Summary
Praesidium is seeking a responsible, highly motivated, and professional individual to assist a busy and fast-paced office environment. A Product Support Specialist is responsible for promoting and maintaining outstanding customer relations by answering questions and providing report statuses to our customers with inbound and outbound telephone calls as well as email communications and is integral to the team's success. This person must have a customer service-driven approach, able to relate well to a wide variety of people, and must be committed to providing excellent customer service and maintain a positive attitude.

Essential Duties and Responsibilities
? Handle high volume phone and email requests for service
? Respond to clients inquiries regarding the product such as pricing, technical issues, and client accounts
? Provide a high level of service assisting clients through the order process
? Resolve customer requests, questions, and complaints
? Communicate effectively to retrieve additional information as needed
? Exercise diplomacy at all times
? Able to work on a computer for 90% of the workday
? Document necessary account information and offer solutions that benefit the client
? Maintain a positive attitude even when a call does not result in a successful outcome
? Ability to learn and navigate multiple systems related to different product lines (training, screening, assessment, etc.)
? Other projects and tasks as assigned

Education, Skills & Experience Requirements
? 2+ years of customer service experience
? Strong working knowledge of MS Word, Excel, and Outlook
? Excellent written and verbal communication skills
? Work history of detail-oriented, multi-tasking abilities in a fast-paced, customer-focused environment
? Collaborative, team player
? Exceedingly well organized and efficient
? Must be able to prioritize and work under stress
? Ability to multi-task while functioning in a fast-paced environment
? Demonstrate dependability, sense of urgency, and high attention to detail

Experience
? Office: 2 years (Preferred)
? Customer Service: 2 years (Preferred)
Education
? Associate's degree
Work Authorization
? United States (Required)

NOTE: The Praesidium Support Team is local to the DFW area. The team works remotely from home, but does have required in-person meetings 2-4 times per month.

Benefits
Praesidium offers a competitive salary, attractive benefits, a collegial work environment, and an opportunity to make a difference.