Product Support Specialist II

The Technical Product Support Specialist will provide technical product support to a variety of individuals including end users, partner channels, and internal customers. They will be responsible for case management in the Customer Relationship Management (CRM) system, handling complaint cases, initiating product returns/replacements, and providing remote assistance as needed.

Essential Duties & Responsibilities

• Resolve customer's product or service issues or concerns
• Manage case and email queues to provide technical support and general product questions
• Provide customer support using a remote access service application
• Triage the issue and determine the level of escalation required to resolve the issue
• Maintain an expert level of technical knowledge of existing and new products and department procedures after training
• Read, comprehend, and retain training materials, owner manuals, work instructions, etc.
• Document transactions into CRM system accurately and timely
• Document transactions into ERP system accurately and timely
• Provide administrative support, assist with special projects, and other tasks as assigned

Qualifications

• BA/BSc or equivalent work experience required
• Minimum of one year of Customer Support experience required: medical device industry preferred
• CRM and ERP experience required: SalesForce and QAD preferred
• Excellent verbal and written communication skills
• Critical thinking and problem-solving capabilities
• Efficient and skilled in trouble-shooting techniques
• Strong sense of urgency and time management

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