Product Support Rep

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JOB SUMMARY As a Product Support Representative your focus will be on the customer and providing excellent Tier 2 support over the phone.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Answer a high volume of calls from our clients
• Ask appropriate questions and actively listen while documenting the details in our ticketing platform in a way that will be transferrable to Tier 3 Support
• Provide clear expectations to customers on when they can expect issue resolution
• Provide mentoring to Tier 1 Support Representatives

KNOWLEDGE & REQUIREMENTS

• Ability to relate well to customers and express empathy
• Excellent written and verbal communication skills
• Ability to multi-task in a fast-paced environment while maintaining accuracy

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum 2 years of customer service experience preferably in a call center environment but any customer facing experience is useful
• High School Diploma required

PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing