Technical Services - Product Support Agent

Summary of Position

The Product Support Agent I is responsible for addressing customers' technical inquiries, resolving complaints, and delivering effective solutions while upholding a high standard of customer service. Additionally, this role involves providing product information to both internal and external customers. The Product Support Agent may also undertake various specialized tasks within the Customer Care Center as assigned.

major areas of accountability

• Addresses a wide range of inquiries regarding product application and usage through various communication channels including phone, mail, fax, email, and chat
• Respond to telephone inquiries in a professional and courteous manner. Maintain control of conversations while remaining focused and efficient, ensuring that orders or requests are processed effectively as required. Strive to effectively manage the incoming call workload to meet demands.
• Identifies and reports merchandise issues to the relevant departments. May convey suggestions for new items to be included in product lines.  Evaluate new and existing products for quality and effectiveness.
• Assists in the collection of technical data for instructions and technical manuals to facilitate the efficient introduction of new products.
• Review, process, and resolve Customer Service cases while adhering to the Standard Operating Procedures (SOP) for handling customer inquiries related to refunds or replacements for defective merchandise. Make determinations regarding the return of damaged or defective items in accordance with the established SOP.
• Collaborate with vendors to address customer product concerns and facilitate the replacement of defective components.
• Support the Customer Care team by delivering exceptional customer service during all customer interactions, which include: 
•     o Processing phone orders. 
•     o Managing customer service phone inquiries.
• Provide constructive feedback and suggestions for enhancements.
• Oversee and address product reviews as necessary.
• Manage and submit shipping claims for lost and damaged products.
• Respond to customers on live chat within 1 minute, delivering prompt and precise responses to effectively address their inquiries.
• Respond to all emails within 6 business hours, providing timely and accurate replies to effectively address inquiries, while ensuring the use of proper grammar and punctuation.
• May perform other duties as assigned.
• Attendance is an essential function of this position, and we rely on all our employees to be at work during their scheduled shift.

requirements for position

• High school diploma or GED equivalent— 3 year’s customer service experience desired.
• Strong customer service and listening skills
• Ability to remain calm and courteous with customers and others in times of stress.
• Requires the ability to quickly analyze customer problems and develop reasonable solutions.
• Computer skills (knowledge of Microsoft Office applications, Internet navigation. Adobe Acrobat)
• Knowledge of woodworking products, the use of these products, and the technical specifications of such products.
• Ability to keep call focused while promoting specials and add-on products.
• Critical thinking skills.
• Able to successfully multi-task
• Knowledge of CNC and Laser machines in the woodworking arena is a plus.