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Product Support Specialist

Renowned and reputable global client located in the DTC is searching for a Product Support Specilist.

Essential Duties and Responsibilities:

  • Customer Service and experience focused
  • Deliver product support to agents and brokers (products to be trained)
  • Demonstrates a constant sense of urgency during each customer interaction focusing on customer empathy and outstanding customer service
  • Provide the Product Support leadership team regular updates as to the success of the Product Support team by identifying key performance indicators
  • Works in high performing team environment where collaboration, performance and customer service are the highest priorities
  • Analyze support inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
  • Team player who exhibits continued improvement by understanding the business, industry and best practice service models
  • Effectively leverage resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within the team as well as cross-functionally with other departments, to increase productivity
  • Liaise with other departments on projects and company initiatives as needed
  • Provides technical support of proprietary applications and software
  • Assists in the pre-production testing of application upgrades and/or custom developed applications and be responsible for assisting in the deployment of the production ready products

Customer Service, disciplined, experience working in remote environment, ITIL, Salesforce, communication (both written and verbal), thorough and detail focused,