Product Support Technician

Vivo US•Goodfield, IL

1d•$20 - $21•Onsite

About The Position

The Product Support Technician will be responsible for providing live technical support to customers and the Customer Service team, maintaining and creating technical resources, and supporting various operational functions. This role requires strong problem-solving skills, proficiency with office applications, and an aptitude for learning AI tools. The technician will also be involved in product inspection and data management to support AI initiatives and ensure product quality.

Requirements

High school diploma required
Demonstrated ability in problem solving and troubleshooting strongly preferred
Proficiency with Google Workspace applications (Docs, Sheets, Slides, etc) or Microsoft Office applications (Word, Excel, PowerPoint, etc)
Experience with, aptitude, or willingness to learn AI tools

Responsibilities

Assist the Customer Service team in troubleshooting customer issues, responding promptly and accurately through internal chat and email.
Troubleshoot product issues directly with customers via phone or email, joining customer calls proactively, and directly handle escalated cases that require greater technical expertise.
Remain professional, calm, and composed with challenging customers and difficult conversations.
Maintain and communicate product support coverage among the Product Support team.
Create, organize, and maintain digital technical resources (FAQs, troubleshooting guides, best practice guides, videos, and other documentation) that support the Customer Service team and customers directly.
Keep guides and CS tool data current as new products launch, existing products are revised, and new brands or product lines are acquired.
Maintain ownership and responsibility for product specifications: log, track, and update product spec Sheets as new products are launched and current products are revised.
Organize and maintain a physical library of current VIVO and VIVO-owned brand products, tracking and updating new SKUs, discontinued SKUs, and product versions.
Identify gaps and recurring product issue patterns, and propose or create new resources based on their impact to customer experience and internal efficiency.
Complete accurate marketing measurements for new products and key revisions within established timing standards, and provide the Marketing team with technical guidance on product content as needed.
Verify factory inspection reports for new production items, screening for quality issues before products reach customers.
Assist the product manuals team as needed, including technical content, review, and cross-training.
Assist Quality/Customer Experience and Engineering as needed: use AI-assisted tools to analyze customer feedback (reviews, return comments, etc.) and product issue patterns, support quality investigations and Account Health issues.
Build and maintain the long-term data infrastructure that supports AI initiatives: collect, structure, and prepare product data and feedback for AI readiness, and review AI outputs and provide accuracy feedback.
Participate in documenting key Product Support processes and in department status reporting and process improvement efforts.