Technical Product Support Specialist

$47,840 - $52,000/Yr

Digilock - Houston, TX

Full-time - Entry Level

Houston, TX

Personal and Laundry Services

About the position

The Technical Product Support Specialist 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 when necessary.

Responsibilities

• Provide exceptional customer service via phone, chat, and email.
• Troubleshoot basic technical issues and provide support for product installation and maintenance.
• Manage and document case records, ensuring detailed documentation and appropriate user ownership.
• Offer preventive maintenance and configuration advice to enhance product performance.
• Escalate complex technical issues to higher-level support teams when necessary.
• 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 strong 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.
• 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 and problem-solving skills.
• Eagerness to explore new technology.

Nice-to-haves

• Experience with Salesforce, Syspro, Microsoft Office Suite, Media Valet, HubSpot, UPS WorldShip, and FedEx Toolbox.
• A love for helping customers and delivering satisfaction.
• Proficient in meeting KPIs.

Benefits

• 401(k) with 4% match
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid holidays
• Paid time off
• Wellness Program Reimbursement
• Food and snacks provided in breakrooms
• Company outings