As a Technical Support Specialist, you will serve as a vital link between our customers and the Product Integrity department, assisting in resolving product-related inquiries, troubleshooting issues, creating a resolution database, and ensuring customer satisfaction. This role requires a deep understanding of the companys products, strong problem-solving abilities, and the ability to communicate technical information clearly to both technical and non-technical customers.

Key Responsibilities:

• Technical Support: Provide timely and professional support to customers regarding product issues, performance concerns, and technical troubleshooting. Analyze and resolve complex product-related issues, working closely with cross-functional teams (e.g., engineering, quality control, manufacturing).
• Product Expertise: Develop and maintain a deep understanding of the companys products, features, and quality standards. Use this knowledge to assist customers in diagnosing and resolving issues effectively.
• Customer Interaction: Handle customer inquiries and technical support requests via phone, email. Ensure a positive customer experience through clear communication, empathy, and prompt resolution.
• Root Cause Analysis: Investigate and analyze customer-reported issues to identify potential product defects, quality concerns, or performance issues. Collaborate with the Quality Assurance and Engineering teams to track and address root causes.
• Collaboration: Work closely with the Customer Facing, Quality Assurance, and Engineering departments to escalate complex issues and facilitate product improvements. Provide feedback to the product development team on recurring issues or patterns observed in customer interactions.
• Product Training and Guidance: Assist in creating and updating technical support documentation, FAQs, user manuals, and knowledge base articles to empower customers and internal teams with accurate product information.
• Quality Assurance: Assist in testing and validating product modifications or fixes in collaboration with the engineering team, ensuring that customer-reported issues are addressed in new product releases or updates.
• Continuous Improvement: Stay current on product updates, industry trends, and best practices in technical support. Participate in regular training and knowledge-sharing sessions to improve both product knowledge and customer support skills.

Qualifications:

• Skills & Knowledge:
  • Strong problem-solving skills and the ability to analyze and diagnose technical issues.
  • Excellent communication skills with the ability to explain complex technical information in a clear and customer-friendly manner.
  • Experience with customer support software (e.g., Zendesk, Salesforce, ServiceNow) and CRM systems.
  • Familiarity with product testing, quality control, and root cause analysis processes is a plus.
  • Strong attention to detail and ability to document technical issues clearly and thoroughly.
• Other:
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Comfortable interacting with both technical teams and non-technical customers.
  • Demonstrated ability to manage multiple tasks and prioritize effectively.