Product Support Specialist (2nd Shift)
Position Summary
J. J. Keller is seeking a Technical Support Specialist to join our Technology Solutions team. For more than 70 years, J. J. Keller has partnered with over 90% of Fortune 1000 companies, delivering trusted solutions and expert insights that help create safer workplaces and simplify the complexities of compliance. With more than 7 million employers nationwide, the demand for our expertise continues to grow. In this role, the Product Support Specialist provides high-quality support to both external and internal clients for our cloud-based applications and hardware solutions.
Responsibilities
- Provides client support for any Technology Solutions products/services via phone, email, chat, etc.
- Mets 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.
Qualifications
- 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.
Company Information
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
J. J. Keller Career Stories
J. J. Keller Earns 8th Great Place to Work Certification™
J. J. Keller Certified as a Top 100 Most Loved Workplace® in America
If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.
Professional Referral Program
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.