Product Support Analyst: Customer-Focused Tech Help

Maersk; Gilbert (AZ); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k + Company Match

Employee Assistance Program

Paid Time Off

Flexible Work Schedules

And more!

Job summary

Maersk is seeking a Product Support Analyst to serve as the primary interface for Postal Mate customers, quickly analyzing and resolving challenges with our software products in a positive, effective manner.

You will monitor calls, emails, and tickets, work directly with customers to resolve issues, provide training, troubleshoot hardware and connectivity, escalate bugs when needed, and stay current with software changes and best practices.

Qualifications

• Substantial customer service experience.
• Inbound contact center experience.
• Experience in product support or technical support.
• Background in the retail parcel and shipping industry.
• High school diploma or equivalent.
• Fluency in Spanish is desirable.

Responsibilities

• Monitor all channels of customer contacts and respond promptly.
• Work directly with customers to resolve issues, provide answers, insight, and training related to Postal Mate software.
• Troubleshoot general computer and hardware issues as defined by the Hardware Requirements.
• Assist customers with internet connectivity, network connectivity, Windows firewalls, antivirus/firewalls, Windows updates and other connectivity issues.
• Write detailed tickets with system specifications, symptoms, troubleshooting steps, and results.
• Escalate program issues (bugs) as needed.
• Keep up to date on software, industry, and other technology changes.
• Perform other duties as assigned.

Skills

Customer service

Inbound calls

Technical support

Retail shipping

Windows OS

PC hardware

Spanish language

Education

High school diploma or equivalent

Job description

Maersk is seeking a Product Support Analyst to serve as the primary interface for Postal Mate customers, quickly analyzing and resolving challenges with our software products in a positive, effective manner.

You will monitor calls, emails, and tickets, work directly with customers to resolve issues, provide training, troubleshoot hardware and connectivity, escalate bugs when needed, and stay current with software changes and best practices.