Product Support Specialist - Elevate Customer Experience

Visual Comfort & Co.; Houston, Northern (TX, KY); Hybrid; USD 34,000 - 36,000; Full time

Benefits offered by this job

Work-life balance

Training & development

Paid time off

Health benefits

Job summary

Visual Comfort & Co. in Houston, TX, seeks a Product Support Customer Specialist to provide phone support and issue resolution for customers and field representatives, owning cases from intake through closure.

Responsibilities include documenting inquiries in CX CRM and RMA, researching product issues with available resources, and coordinating with product experts. The role supports a strong customer experience and participates in our training and development programs and benefits.

Qualifications

• Associate degree in business with 6–12 months related experience.
• Advanced product knowledge and problem-solving skills.
• Ability to apply concepts of basic algebra and geometry.
• Proficiency with Microsoft Office, SAP, and Oracle CX CRM.

Responsibilities

• Confer with customers by phone or email to obtain information about products or shipping issues and document details in CX CRM and RMA database.
• Research product issues by consulting specifications, records, instructions, and resources.
• Enter data for customer interactions or transactions and document actions taken for resolution.
• Provide timely acknowledgements and aim for 72 hours or less resolution for RMAs.

Skills

Communication

Time management

Organizational skills

Education

Associate degree in business

Tools

Microsoft Office

SAP

Oracle CX CRM

Job description

Visual Comfort & Co. in Houston, TX, seeks a Product Support Customer Specialist to provide phone support and issue resolution for customers and field representatives, owning cases from intake through closure.

Responsibilities include documenting inquiries in CX CRM and RMA, researching product issues with available resources, and coordinating with product experts. The role supports a strong customer experience and participates in our training and development programs and benefits.