Product Specialist - Hotline

Overview Under the direction of the Manager of Technical Action Center, the Product Specialist is accountable for and responsible for technical support of Sharp Imaging and Information Company of America products through telephone, email, chat, and video. The position includes hotline assistance, writing knowledge base articles and FAQs, as well as corresponding with internal and external customers and performing necessary administrative duties. Responsibilities Maintain a high level of knowledge of Sharp’s hardware, software, and cloud‑based products to assist customers with support. Perform call center support duties including accurate data entry. Maintain current knowledge base content pertaining to assigned products and applications. Create, modify, and develop scripts for service support systems. Provide timely responses to all inquiries from internal and external customers and communicate resolutions through phone, email, chat, bulletins, and technical tips. Prepare reports on product support status, performance, or other issues as requested by management. Set up and maintain all lab equipment in optimum condition for troubleshooting dealer technician issues. Maintain competence with related computer and software tools necessary for successful fulfillment of this position. Research and perform tests on various technical issues including dealer and end‑user support cases. Work with a team to test new software versions. Assist with development and delivery of technical and sales training when directed. Ensure a comprehensive knowledge base, categorizing and structuring articles so agents can quickly locate information, streamline interactions, minimize ticket resolution times, and enhance customer satisfaction. Maintain consistency and enforce content standards, ensuring agents use accurate and standardized information. Prepare reports on knowledge system status, performance, and other management requests. Position Requirements Associate in applied sciences or five years of equivalent product support experience. Minimum two years industry experience in application, networking, and programming related to Professional Displays and Multifunction Printer products. Net+ certification or equivalent, demonstrating competency in networking and associated software with SIICA products. Complete and maintain formal training certifications on all current products. Advanced phone skills. Excellent troubleshooting skills. Conflict resolution training. Self‑motivated and self‑starter. Excellent verbal communication skills. Good technical writing skills. Ability to present complex procedures clearly to all levels of dealer technicians. Clear and accurate reporting. In‑depth knowledge of Salesforce Service Cloud, knowledge base systems, and related customer support software. Knowledge of omni‑channel systems and effective applications in call‑center environments. Proficiency with Microsoft Office 365. Ability to multi‑task effectively; workdays and assignments may change frequently based on customer needs. Demonstrate flexibility, creativity, and a drive to produce high‑quality work. Attention to detail and a command of order are essential. About Sharp Imaging and Information Company of America (SIICA) Sharp Imaging and Information Company of America (SIICA) is a division of Sharp Electronics Corporation, the U.S. subsidiary of Japan’s Sharp Corporation. SIICA offers a full suite of secure printer and copier solutions, professional and commercial visual displays and projectors, software management and productivity software, and durable Dynabook laptops. As a total solutions provider, Sharp is known for innovation, quality, reliability, and industry‑leading customer support expertise. Employee Perks Flexible hybrid work schedules. Comprehensive family‑friendly healthcare plans (medical, dental, vision). 401(k) retirement plan with competitive match. Employee Assistance Plan for mental and behavioral health and financial protection (life and disability insurance). Wellness program. Training, professional development, and mentorship. Voluntary insurance benefits for financial planning (auto, home, identity protection, legal). Dynamic culture that values innovation, diversity, and smarter work practices. Compensation Statement

$75,000 - $81,000 USD

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability – veteran. As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process. These tools support human decision‑making. We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel. All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations to be considered. Local candidates only, please. #J-18808-Ljbffr Sharp Electronics Corporation USA