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Product Support Specialist
Ref No.: 18-00172
Location: Shirley, New York
Position Type:Right to Hire
Experience Level: 3 Years
Product Support Specialist
We currently have an excellent opportunity for a Product Support Specialist to join our team. The Product Support Specialist is responsible for providing all customers with prompt and courteous response for all customer inquiries concerning service, managing customer support activities such as application, technical and software requirements and failure trend analysis.

Responsibilities
• Provide customers with technical support for all assigned products by answering questions and resolving problems within a four-hour time period.
• Strong troubleshooting and analytics to determine root cause and plan of action for customer product failures and complaints.
• Provide computers for various products, by configuring for specific products and installing software.
• Intimate Knowledge of Windows platform applications and computer configurations.
• Evaluate and preproduction software releases.
• Distribution and management of production software, via sharefile, emailings and website.
• Provide diagnostic troubleshooting, identify parts needed and fill out and write up replacement order immediately to insure 24 hours turn around.
• Assist customers with an unidentified problem to proper personnel (i.e. field calls to Field Service Supervisor, inhouse calls to In-House Supervisor, returns to Returns Clerk, etc.).
• Write and maintain product repair procedures as assigned by manager.
• Manage field staff and support their requirements such as technical and inventory needs.
• Maintain an average customer satisfaction rating of 9.0 or better
• Provide product training to our sales representatives.
• Write up service procedures used in the development of product service manuals.
• Occasional travel as required.

Requirements
-Associates Degree or technical school certificate, majoring in electronics/computer technology required with an emphasis in both hardware and software product support.
-Three (3) plus years' experience with proven analytical skills, troubleshooting.
-Ability to write service manuals, organizing work schedules, and dispatching technicians is required.
-Organization and detail orientation, along with excellent communication skills also required.