Technical Support Specialist

J. J. Keller & Associates, Inc. is looking for a Product Support Specialist to join their Technology Solutions team. The role involves providing high-quality support to clients for cloud-based applications and hardware, assisting in issue resolution, and maintaining documentation of support interactions.

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

Skills

• High School Graduate or General Education Degree (GED)
• 1+ year of customer service experience, preferably in a high-volume, service environment
• Ability to learn and utilize a variety of software applications
• Strong technical aptitude and interest
• 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
• Experience supporting mobile applications or cloud-based applications a plus
• Experience with smartphone applications

Benefits

• 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

Company Overview

Company H1B Sponsorship