Product Support Specialist (2nd Shift)

J. J. Keller & Associates, Inc.; Neenah (WI); Hybrid; USD 45,000 - 60,000; Full time

Job summary

J. J. Keller & Associates, Inc. is seeking a Technical Support Specialist to join our Technology Solutions team.

This role provides high-quality support for cloud-based applications and hardware solutions, troubleshooting and resolving issues, and documenting interactions. Initial 100% on-site training lasts about one month, scheduled Monday–Friday from 8:00 a.m. to 4:30 p.m. After training, the schedule shifts to 2:30–11 p.m.

Qualifications

• 1+ year of customer service experience in a fast-paced environment.
• Experience supporting mobile or cloud-based applications a plus.
• Ability to learn and utilize a variety of software applications.
• Strong technical aptitude and communication skills.
• Proficient with smartphone applications.
• PC proficiency and ability to flow between multiple systems and applications.

Responsibilities

• Provides client support for Technology Solutions products/services via phone, email, chat, etc. meeting department metrics.
• Provides guidance to customers on the use of software applications and hardware devices.
• Independently analyzes and resolves support issues following proper troubleshooting steps.
• Follows escalation procedures to ensure seamless customer experience and effective resolution of inquiries.
• Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.

Skills

Customer service

Technical aptitude

Smartphone apps

Problem solving

Education

High School Diploma or GED

Job description

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Requisition #: 20903
Functional Area: Client Service
Employment Type: Full-Time
Work Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh area #LI-Hybrid
Work Hours: Monday - Friday, 2:30 - 11p.m.

Position Summary

J. J. Keller is seeking aTechnical Support Specialistto 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. With more than 7 million employers nationwide, the demand for our expertise continues to grow.

In this role, theProduct Support Specialistprovides high‑quality support to both external and internal clients for our cloud‑based applications and hardware solutions. Responsibilities include troubleshooting and resolving reported issues, documenting all support interactions, and assisting internal teams as needed.

100% on-site training lasts approximately one month and is scheduled Monday–Friday from8:00 a.m. to 4:30 p.m. Upon successful completion of training, the schedule shifts to Monday–Friday from2:30 - 11 p.m. and can then be performed 100% remotely from your home office near Neenah, WI.

Job Responsibilities

• Provides client support for anyTechnology 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 issue.
• 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.

Qualifications

Education and Experience

• 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.

Other Requirements:

• 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.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.

We Protect People & The Businesses They Run™

Every associate atJ. J. Kellermakes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.

J. J. Keller History: November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business – from our founding as a one -man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.

J. J. Keller Career Stories: Click HERE to hear from our associates about what they have to say about life as an associate at J. J. Keller.

J. J. Keller Earns 8th Great Place to Work Certification™: Click HERE to find out what makes J. J. Keller great.

J. J. Keller Certified as a Top 100 Most Loved Workplace® in America: Click HERE to find out why our associates LOVE working at J. J. Keller.

2024 Top Company for Women to Work for in Transportation: Click HERE to learn more about this prestigious recognition.

If you experience system-related issues or need assistance with the online application, please call [phone].

J. J. Keller & Associates, Inc. isan Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Nearest Major Market: Oshkosh
Nearest Secondary Market: Appleton
Job Segment: Cloud, 2nd Shift, Technical Support, Compliance, Consulting, Technology, Night, Legal