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Technical Product Support Specialist
Digilock - Petaluma, CA
posted about 2 months ago
About the position
The Technical Product Support Specialist at Digilock is responsible for delivering exceptional customer service through various communication channels, including phone, chat, and email. This role involves troubleshooting basic technical issues, managing case records, and ensuring customer satisfaction by meeting key performance indicators (KPIs). The specialist will also provide preventive maintenance advice and escalate complex issues to higher-level support, all while maintaining a strong understanding of the company's products and services.
Responsibilities
- Provide exceptional customer service via phone, chat, and email.
- Troubleshoot basic technical issues and route calls to appropriate departments.
- Manage and document case records, ensuring detailed documentation and follow-up until resolution.
- Offer preventive maintenance advice to enhance product performance and customer satisfaction.
- Meet or exceed KPIs, including call resolution rates and response times.
- Respond to customer inquiries in a timely manner, including phone calls, chats, and emails.
- Maintain a thorough understanding of the organization's products and services.
- Uphold professional communication standards across all platforms.
Requirements
- Minimum of 3 years working in a Customer Service/Retention role.
- Basic technical troubleshooting and product knowledge.
- Strong documentation and issue-tracking skills.
- Proficient in meeting KPIs.
- Clear, professional communication across phone, email, and chat.
- Strong analytical and critical thinking skills.
- Ability to work independently or as part of a team.
- Strong attention to detail.
Nice-to-haves
- Experience with CRM software and ERP systems.
- Familiarity with Salesforce, Syspro, Microsoft Office Suite, Media Valet, HubSpot, UPS WorldShip, and FedEx Toolbox.
Benefits
- Wellness program
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- Paid time off
- 401(k) with 4% match
- Vision insurance
- Life insurance
