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
- Professional Referral Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
