Maintain up to date product and service knowledge base
Create and manage support tickets
Accurate record keeping and use of customer support software
Provide exceptional service to external users, excelling in empathy, active listening, and ownership
Support customers through various means of communication including email, phone, and chat
Collaborate within your team and cross departmentally to resolve customer inquiries
Ensure timely and successful resolutions for all customer’s issues and concerns
Assist with consumer product returns, including refunds
Create and maintain documents for customer units for repair and return shipments
Create sales orders, estimates, and invoices for services using the ERP system
Achieve desired CSAT scores

Excellent oral, written, and interpersonal communication skills
Able to interact and support a wide range of people
Strong troubleshooting, analytical and problem-solving skills
Knowledge of CRM or helpdesk/ticketing systems
General knowledge of computer software applications
Excellent organizational and time management skills with the ability to prioritize multiple projects and deadlines
Proficiency with Microsoft Office
Fundamental knowledge of electronic equipment & software programs
Ability to work in a fast-paced environment with a commitment to quality and accountability
Must pass the internal products certification training within the introductory period

Medical (PPO), dental (PPO), vision (PPO), & life insurance*
Flexible spending account (FSA) and dependent care account (DCA)*
401(k) plan with up to 3% company match*
Paid vacation and sick leave
11 annual paid holidays and paid time off for birthday
Corporate wellness program, including gym membership reimbursement and monthly chiropractic and acupuncture services
Discounted pet insurance
Job-related training reimbursement*

Customer Support Specialist

Key skills