Product Support Specialist Tier 1

RealTruck

About The Position

In this role, you’ll be the go-to expert helping customers with general Product Inquiries, Installation Assistance, as well as Warranty Claims and Questions — across Phone, Email, Chat, and Social Media! If you love talking Trucks and SUVs, solving customer concerns, and helping people get the most out of their aftermarket accessories, this could be the perfect fit for you! We are hiring on the following teams: Providing a wide range of Product options, our One-Piece Caps and Lids team specializes in Truck Caps and One-Piece Lids within our A.R.E. and UnderCover Brands! Customers can build and customize their A.R.E. Truck Cap using our RealTruck 3D Cap Builder, which allows for selections on paint color, window types, and door preferences before getting a quote from a local dealer. You’ll be the go-to expert helping customers with general Product Inquiries, Installation Assistance, as well as Warranty Claims and Questions — across Phone, Email, Chat, and Social Media! If you love talking Trucks and SUVs, solving customer concerns, and helping people get the most out of their aftermarket accessories, this could be the perfect fit for you! The Tier 1 Product Support Specialist will play a critical role in ensuring customer satisfaction by providing best-in-class product service and support. This role will support the management of inbound touchpoints, via all channels (i.e., phone, email, chat, and social media) to assess the customer’s product needs for timely resolution ensuring the customer’s satisfaction. This position will be customer facing and the front-line contact between the organization and the customer and will provide product support for all areas pertaining to the product category. This role will help to support warranty, technical and installation issues and will require knowledge of and support all policies, processes, and related systems to support product categories to meet and exceed customer expectations.

Requirements

High school diploma is required.
Minimum 1+ years of customer service, hospitality, technical support, or related work experience is required.
Display high levels of accountability by following instructions or guidance provided by leadership; ability to apply feedback to improve performance.
Ability to take responsibility for own actions.
Must demonstrate comprehension of multilateral systems and technology.
Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel.
Excellent written and oral communication skills.
Ability to maintain/exceed overall performance with high levels of accuracy.
Ability to troubleshoot and solve product related inquiries.
Ability to demonstrate flexibility and innovation to resolve problematic issues in a professional manner.
Ability to work independently or with others in a fast-paced environment with constant interruptions.
Excellent attendance and dependability.
Ability to respond to common inquiries or complaints.
Demonstrated proficiency with multilateral computer systems and technology.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Promotes a team atmosphere through a positive attitude and working well with others.

Nice To Haves

2-5 years of experience preferred.
Experience in CRM is preferred.

Responsibilities

Provide front-line support to the customer in a friendly, approachable, and professional manner.
Respond to customer product inquiries and issues via all touchpoint channels (phone, email, chat, social media).
Provide accurate and timely assistance to help customers resolve product-related problems or inquiries.
Handle and support high volume of inbound touchpoints from customers, related to product, from all channels.
Address and respond to all product related inquiry to include basic installation and technical, product condition or product out of the box issues or complaints, missing or wrong hardware, all product warranty, and general product information lookup.
Maintain an understanding of product category offerings, product functionality, and the manufacturing process for each product.
Stay current with product updates, product trends, and product changes to provide knowledgeable and accurate information to customers.
Educate both internal and external customers about all product features.
Provide knowledgeable support and assist customers with product issues and concerns with ability to communicate steps for resolution to achieve the highest customer satisfaction.
Responsible for data entry for all warranty no-charge orders resulting from customer product inquiries, claims, and product troubleshooting.
Maintain and keep record of customer interactions, transactions, comments, and complaints.
Complete customer transactions, documentation, and/or warranty data entry in a timely manner.
Work with cross functional teams to provide product trends for warranty or reason for inbound touchpoints.
Maintain a positive, empathetic, and professional demeanor at every customer touchpoint.
Provide exceptional customer service by meeting and exceeding customer expectations with our internal and external customer base.
Achieve established goals or targets set forth the product category team as communicated via leadership.
Continuously improve job specific skills, system comprehension, and technical acumen in vehicle/product knowledge through training.
Perform additional duties, as assigned.