Product Support Specialist I
Requisition #: 20862 | Full-Time | Hybrid (Neenah/Appleton/Oshkosh area)
About the role
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. 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.
Training lasts approximately one month and is scheduled Monday–Friday from 8:00 a.m. to 4:30 p.m. Upon successful completion of training, the schedule shifts to Monday–Friday from 9:30 a.m. to 6:00 p.m. This position offers a hybrid work arrangement—at least three days in the office and two days from home—once training is complete.
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 issues.
- 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.
Requirements
- 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.
- 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.
Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.
Benefits
- Starting pay of $22/hour
- 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
Schedule
Monday - Friday, 9:30 a.m. - 6 p.m. (after training)