Customer Support Technical Specialist

Job Description

Job Description

Description:

Description

Staccato proudly serves and employs those who protect and embody American freedoms. We designed our 2011® pistol platform to deliver the World’s Best Shooting Pistols, so that all shooters, experienced and beginner, can become more confident and motivated to reach their next level of shooting excellence. Built in Texas, using only American steel, materials and parts, Staccato stands behind our firearms with a lifetime warranty. When you join Staccato, you join our family of shooters, our pursuit of excellence and our passion for the American way of life. As a fast-growing brand that is expanding its business into new verticals, Staccato offers an environment where you can develop your craft and grow your career alongside other patriots. In fact, 25% of our team are veterans and over 1,300 law enforcement agencies have adopted our 2011® for on duty or off duty carry, including the U.S. Marshals SOG, Texas Rangers, LAPD SWAT and Miami Dade SRT.
THE MISSION We protect freedom. We proudly build the best product possible for those who protect and embody American freedoms.

Position Summary

Staccato is seeking a Customer Support Technical Specialist to Perform Technical Customer Support activities in the Customer Service Department of Staccato including fielding inbound contacts from customers regarding functional firearm issues, maintenance and troubleshooting. Must be able to troubleshoot issues with customer over the phone, email, video chat in a professional manner with a high degree of technical knowledge.

Requirements:

• High school diploma or equivalent is required.
• Firearm knowledge required
• Contact center experience is a plus.
• Salesforce and/or CRM experience is a plus.

What you'll be doing

• Field inbound contacts from customers regarding functional firearm issues/maintenance and troubleshooting
• Must be able to troubleshoot issues with customers over the phone/email/video chat in a professional manner with a high degree of technical knowledge.
• Maintain working knowledge of the Company’s products, services, and systems.
• Coordinate with multiple departments to provide the best customer experience possible.
• Identify opportunities to enhance the customer experience and/or the Staccato brand.
• Respond to online inquiries using Salesforce in accordance with Company guidelines.
• Always maintain a professional appearance and demeanor.

Qualifications

• Excellent written and oral communication.
• Outstanding interpersonal skills and empathetic demeanor; able to relate to and work well with people inside and outside the Company.
• General comfort learning new software systems as necessary to accomplish goals.
• Strong organizational skills and ability to multitask in an active environment.
• Good understanding of Microsoft Office programs (especially Excel, Word, and Outlook)
• Proven ability to be adaptable and prioritize competing demands that will provide the highest customer service and response level.
• Innovative and solution-minded, Customer Obsessed attitude.