Product Support Specialist

BenQ North America; Plano (TX); On-site; USD 40,000 - 80,000; Full time

Job summary

Join a globally trusted brand as a Customer Experience Specialist, where cutting-edge technology meets exceptional talent. In this role, you'll engage with customers, providing pre-sales and post-sales support through various communication channels. Your problem-solving skills and product knowledge will be key in ensuring customer satisfaction. With a focus on friendly and efficient service, you'll help foster long-term loyalty while working closely with marketing and product teams. This is a fantastic opportunity to grow within a supportive and innovative environment, making a real impact on customer experiences.

Qualifications

• 1-2 years of experience in customer service with a proven track record.
• Strong skills in diagnosing customer issues and developing solutions.

Responsibilities

• Engage with customers via phone, email, and video calls to resolve inquiries.
• Manage Return-to-Manufacturer Agreements (RMA) efficiently.

Skills

Customer Service

Problem-Solving

Bilingual (French/Spanish)

Technical Support

Communication Skills

Computer Literacy

Education

High School Diploma or equivalent

Tools

Case Management Tools

Windows OS

Mac OS

Job description

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Join the BenQ Team!

Are you ready to be a part of a globally trusted brand where cutting-edge technology meets exceptional talent? BenQ is an award-winning display solutions provider for lifestyle and business, including gaming monitors, projectors, and interactive displays like BenQ Board for education. Our core values focus on “Bringing Enjoyment ‘N’ Quality to Life.”

Join the BenQ Team!

Are you ready to be a part of a globally trusted brand where cutting-edge technology meets exceptional talent? BenQ is an award-winning display solutions provider for lifestyle and business, including gaming monitors, projectors, and interactive displays like BenQ Board for education. Our core values focus on “Bringing Enjoyment ‘N’ Quality to Life.”

We are hiring a Customer Experience Specialist to engage existing and potential consumer-grade customers in pre-sales & post-sales support. This role has a unique mix of problem-solving, product knowledge, technical support, and brand development that all center on friendly, efficient, and knowledgeable customer service. This role includes inbound and outbound customer communication via phone, email, and video support calls.

Duties & Responsibilities

• Engage with customers through phone, email, and video calls to address and resolve inquiries and issues related to BenQ's products and services. Ensure a high level of customer satisfaction through effective communication and problem-solving skills.
• Manage and execute Return-to-Manufacturer Agreements (RMA) accurately and efficiently. Assist customers through the return process, ensuring a smooth and positive experience.
• Keep in regular contact with customers throughout the issue resolution process; promptly and thoroughly address all concerns, fostering trust and long-term loyalty.
• Handle cases efficiently through open and closing procedures, process sales orders, and accurately collect and enter data for support cases.
• Maintain detailed customer interactions and transaction records, documenting all information and follow-ups, to ensure consistent and personalized customer support.
• Inform and advise customers about the full range of BenQ services and products. Tailor recommendations to customers’ needs to enhance their experience with the brand.
• Ensure all customer support information is accurately and swiftly communicated, minimizing misunderstandings and enhancing customer confidence.
• Manage online customer interactions while maintaining a voice consistent with BenQ's core values and principles. Recognize the public and influential nature of these interactions, ensuring that each response positively reflects and upholds the integrity and character of the BenQ brand.
• Work closely with marketing, sales, and product development teams to stay informed about current topics, products, and messaging. This knowledge aids in providing informed and up-to-date customer support.
• While prior knowledge of DLP projectors, computer monitors, and gaming gear is advantageous, a willingness to learn and gain expertise in these areas is essential. Benefit from on-the-job training to enhance product knowledge and support capabilities.
  
  

Required Experience, Knowledge, Skills, And Abilities

• 1-2 years of experience in a customer service role, with a proven track record of excellence in customer interactions
• Bilingual abilities in French or Spanish are highly desirable
• Must possess a friendly and patient demeanor, remaining service-oriented under pressure
• Strong skills in quickly diagnosing customer issues and developing effective solutions. A positive attitude is essential
• A naturally driven individual who is an eager self-starter, passionate about actively engaging with customers
• Ability to rapidly understand and articulate new technology innovations, effectively communicating their benefits to both new and existing customers
• Capable of working and thinking swiftly in high-pressure situations
• Experience with consumer electronics, with a proficiency in quickly understanding emerging technologies
• Strong computer literacy with the ability to quickly learn and utilize case management tools
• Familiarity with both Windows and Mac OS is advantageous
• An interest or experience in photography is a plus, aligning with some of BenQ's product offerings
• Someone who can enjoy the work environment and is motivated to grow alongside BenQ, contributing positively to the company culture
  
  

Education

High School Diploma or equivalent

Compensation

Based on experience

Position Type

• Full Time; Monday - Friday 8:30 AM - 5:30 PM
• Office-Based

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning and Information Technology

• Industries

  Computers and Electronics Manufacturing

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