Product Support Specialist
Snapon

Plano, Texas


Overview

PLANO, TX

Monday-Friday: (Non-Exempt)

PRODUCT SUPPORT SPECIALIST

Uses a strong understanding of client-specific products along with technical experience to provide technical troubleshooting, problem resolution and training to account customer's sales team, dealers, and field support team.

Provides high-quality customer service while resolving technical issues. Solves technical issues encountered during configuration or use of products.

Must be able to follow account customer and vendor supplied, departmental procedures and company policies and resolve issues within the structure of the department and its personnel.

Responsibilities

  1. Handle internal and external customer calls in a professional manner to identify problems and implement solutions.
  2. Independently and collaboratively perform technical assistance required to maintain customer satisfaction.
  3. Follow up with customers to assure effectiveness of solutions.
  4. Identify technical and diagnostic requirements within the department and collaborates with peers to develop customer care guidelines.
  5. Provide technical input and solutions relative to field service, training, sales and customer requirements.
  6. Analyze existing and upgraded product affecting customer and product satisfaction.
  7. Interface with technical leadership as required.
  8. Maintain call and troubleshooting procedures.
  9. Assist other associates within the department and/or escalates technical issues as required.
  10. Generate and maintains reports as required.
  11. Create documentation for technical product and customer support training and troubleshooting.
  12. Provide technical or other coaching to designated customers with specific needs.
  13. Maintain departmental Client/Customer's service level agreement based on established metrics.
  14. Issue purchase as required to meet customer needs.
  15. Collect and enter data for call tracking in accordance with customer policy.
  16. Document, prioritize and communicate about calls which require technical assistance beyond skill set.
  17. Strong analytical and trouble-shooting skills.
  18. Product knowledge or aptitude for technical automotive applications or tools and equipment preferred.


Qualifications

  1. Minimum High School graduate with some college course work; preferred, two-year degree with course studies in IT, Communications or Business.
  2. 1-3 years' experience in a technical support and or technical field service support.
  3. Background in hardware, product software, and devices.
  4. Subject Matter Expert in products supported (including ability to training all areas) and able to handle any problem situation including customer escalation.
  5. Self-motivated to keep current with technology.
  6. Excellent oral/written communication and interpersonal skills.
  7. Available to work overtime as required and rotate schedules.
  8. Ability to multi-task and complete assignments on schedule.
  9. Proven use of Microsoft Office - Excel, Access, Word, PowerPoint.
  10. Strong analytical and trouble-shooting skills.
  11. Product knowledge or aptitude for technical automotive applications or tools and equipment preferred.




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