Hybrid Product Support Specialist (Neenah, WI, US, 54957) na J. J. Keller & Associates, Inc.
J. J. Keller & Associates, Inc. · Neenah, Estados Unidos Da América · Hybrid
- Junior
- Escritório em Neenah
Requisition #: 20113
Functional Area: Client Service
Employment Type: Full-Time
Work Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh area #LI-Hybrid
Work Hours: 9:30 AM - 6 PM CST
Position Summary
J. J. Keller is looking for a Product Support Specialist to join our Technology Solutions team! J. J. Keller was founded over 70 years ago and we provide over 90% of the Fortune 1000 companies with solutions and expert insights to help create safe work environments and simplify the complexities of compliance. With over 7 million employers in this country, the need for our solutions is always growing.
The Product Support Specialist provides high quality support to external and internal clients for cloud-based applications and hardware. This includes assisting clients in the resolution of reported issues, maintaining documentation of all support calls, and providing internal client support as needed.
Why J. J. Keller?
- 17 days of PTO annually + 8 Paid Company Holidays + 1 Paid Floating Holiday
- Annual Reviews + Merit Increases + Quarterly Bonus Program
- New Hire On-the-Job Training
- Career Growth Opportunities
- Medical + Dental + Vision Insurance
- Free Onsite Wellness Clinic for those associates near our corporate office + free telehealth coverage for all associates regardless of where you live
- Free access to FLEX by Fitness on Demand providing 24/7 access to online workout and wellness programs
- 401(k) with Employer Match + Company-funded Profit Sharing
Job Responsibilities
- Provides client support for any Technology Solutions products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc.
- Provides guidance to customers on the use of software applications and hardware devices.
- Independently analyzes and resolves support issues in line with knowledge level. Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
- Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
- Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.
Lead Product Support Specialist I – Additional Responsibilities
- Defines and facilitates project requests for the team.
- Creates and maintains documentation of procedures.
- Provides peer-to-peer coaching to new and existing support associates.
- Takes a lead role and actively participates in task forces, project teams and corporate activities. Provides expertise and leadership to support systems/process changes, product launches and regulatory changes.
- Assists the leader/manager with the following tasks: on-boarding, training, identification of coaching/development needs, and preparation for staff meetings. Also provides input on performance.
- Performs quality audits by screening calls, chats, and emails and reviewing tickets to ensure processes are followed and customer service expectations are achieved. Creates evaluation for each quality review and communicates results to leaders and associates.
Qualifications
Education and Experience
- High School Graduate or General Education Degree (GED).
- 1+ year of customer service experience, preferably in a high-volume, service environment.
- Experience supporting mobile applications or cloud-based applications a plus.
- Ability to learn and utilize a variety of software applications.
- Experience with smartphone applications.
- Strong technical aptitude and interest.
Other Requirements:
- Proficient in the use of a PC and able to flow seamlessly between multiple systems and applications.
- Ability to utilize a variety of applications and connected devices.
- Commitment to providing outstanding client service.
- Quality minded and detail oriented.
- Ability to work in a fast-paced environment.
- Strong problem-solving skills.
- Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
- Empathy and de-escalation skills.
Physical Requirements
Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.
We Protect People & The Businesses They Run™
Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.
J. J. Keller History: November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business – from our founding as a one-man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.
J. J. Keller Career Stories: Click HERE to hear from our associates about what they have to say about life as an associate at J. J. Keller.
J. J. Keller Earns 8th Great Place to Work Certification™: Click HERE to find out what makes J. J. Keller great.
J. J. Keller Certified as a Top 100 Most Loved Workplace® in America: Click HERE to find out why our associates LOVE working at J. J. Keller.
2024 Top Company for Women to Work for in Transportation: Click HERE to learn more about this prestigious recognition.
If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.
Professional Referral Program: Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired.
J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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