Product Support Specialist

Praesidium; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

Praesidium Inc is seeking a Product Support Specialist to join a busy office and maintain outstanding customer relations. You will handle inbound/outbound calls and emails, provide report statuses, and support clients through the order process with a professional, customer-centric approach.

The role requires 2 years of customer service experience and strong communication skills. You will work in a fast-paced environment, collaborating with team members and learning multiple product-line systems.

Qualifications

• 2 years of customer service experience.
• Strong working knowledge of MS Word, Excel and Outlook.
• Excellent written and verbal communication skills.
• Detail oriented with multitasking abilities in a fast paced, customer-focused environment.
• Collaborative team player.
• Exceedingly well organized and efficient.
• Must be able to prioritize and work under stress.
• Ability to multi task while functioning in a fast paced environment.

Responsibilities

• Handle high volume phone and email requests for service.
• Respond to clients inquiries regarding the product such as pricing, technical issues and client accounts.
• Provide a high level of service assisting clients through the order process.
• Resolve customer requests, questions and complaints.
• Communicate effectively to retrieve additional information as needed.
• Exercise diplomacy at all times.
• Able to work on a computer for 90% of the workday.
• Document necessary account information and offer solutions that benefit the client.
• Maintain a positive attitude even when a call does not result in a successful outcome.
• Ability to learn and navigate multiple systems related to different product lines (training, screening, assessment).
• Other projects and tasks as assigned.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Teamwork

Organization

Prioritization under stress

Fast-paced environment adaptability

Tools

MS Word

Excel

Outlook

Job description

Product Support Specialist Description

Praesidium Inc is the national leader in abuse risk management. We are mission driven to help organizations reduce the risk that a child, vulnerable adult or the elderly will be abused by an employee, volunteer or another program participant. Praesidium offers a comprehensive array of loss control and risk management services and products. Visit our website at wwwPraesidiumInccom

Job Summary

Praesidium is seeking a responsible, highly motivated and professional individual to assist a busy and fast paced office environment. A Product Support Specialist is responsible for promoting and maintaining outstanding customer relations by answering questions and providing report statuses to our customers with inbound and outbound telephone calls as well as email communications and is integral to the teams success. This person must have a customer service driven approach able to relate well to a wide variety of people and must be committed to providing excellent customer service and maintain a positive attitude

Essential Duties and Responsibilities

• Handle high volume phone and email requests for service
• Respond to clients inquiries regarding the product such as pricing technical issues and client accounts
• Provide a high level of service assisting clients through the order process
• Resolve customer requests questions and complaints
• Communicate effectively to retrieve additional information as needed
• Exercise diplomacy at all times
• Able to work on a computer for 90 of the workday
• Document necessary account information and offer solutions that benefit the client
• Maintain a positive attitude even when a call does not result in a successful outcome
• Ability to learn and navigate multiple systems related to different product lines training screening assessment etc
• Other projects and tasks as assigned

Education, Skills & Experience Requirements

• 2 years of customer service experience
• Strong working knowledge of MS Word Excel and Outlook
• Excellent written and verbal communication skills
• Work history of detail oriented multi tasking abilities in a fast paced customer focused environment
• Collaborative team player
• Exceedingly well organized and efficient
• Must be able to prioritize and work under stress
• Ability to multi task while functioning in a fast paced environment