Product Support Specialist (2nd Shift)
About The Position
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. 100% on-site 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 2:30 - 11 p.m. and can then be performed 100% remotely from your home office near Neenah, WI.
Requirements
- High School Graduate or General Education Degree (GED).
- 1+ year of customer service experience, preferably in a high-volume, service environment.
- Ability to learn and utilize a variety of software applications.
- Experience with smartphone applications.
- Strong technical aptitude and interest.
- 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.
Nice To Haves
- Experience supporting mobile applications or cloud-based applications a plus.
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.
Benefits
- cash payment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
