Product Support Specialist I

Product Support Specialist I

J. J. Keller is seeking a Technical Support Specialist to join our Technology Solutions team. For more than 70 years, J. J. Keller has partnered with over 90% of Fortune 1000 companies, delivering trusted solutions and expert insights that help create safer workplaces and simplify the complexities of compliance. With more than 7 million employers nationwide, the demand for our expertise continues to grow. In this role, the Product Support Specialist provides high-quality support to both external and internal clients for our cloud-based applications and hardware solutions. Responsibilities include troubleshooting and resolving reported issues, documenting all support interactions, and assisting internal teams as needed. Training lasts approximately one month and is scheduled Monday–Friday from 8:00 a.m. to 4:30 p.m. Upon successful completion of training, the schedule shifts to Monday–Friday from 9:30 a.m. to 6:00 p.m. This position also offers a hybrid work arrangement—at least three days in the office and two days from home—once training is complete.

Job 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.

Why J. J. Keller?

• Starting pay of $22/hour
• 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

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.

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.