Product Support Specialist I

Lovibond® - US & Canada; Sarasota (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Lovibond® - US & Canada is seeking a technical support professional to serve as the primary contact for troubleshooting and product questions. The role requires maintaining up-to-date product knowledge and documenting customer interactions in our systems.

You will respond to inquiries via email, chat, phone, or ticketing tools, escalate complex issues, and collaborate with Quality and Product teams to improve processes. Limited travel to Sarasota, FL may be required.

Qualifications

• 2+ years in a customer service related field.
• Bachelor's degree in a Science or Engineering-related field or equivalent experience.

Responsibilities

• Respond to customer inquiries via email, chat, phone, or ticketing systems in a timely and professional manner.
• Troubleshoot product issues and guide customers to solutions.
• Document customer interactions, issues, and resolutions accurately in support systems.
• Escalate complex technical issues to appropriate internal teams.
• Collaborate with Quality and Product teams to identify recurring issues and recommend improvements.
• Hand-off product non-conformance complaints with outputs communicated to customers.
• Enter new lead information and document interactions in the CRM.
• Prepare regular statistical reports for management regarding tickets and trends.

Skills

Customer service

Communication

CRM software

ERP knowledge

Technical troubleshooting

Multilingual (Spanish)

Education

Bachelor's in Science or Engineering

Tools

CRM systems

ERP systems

Job description

The Product & Applications Group is a specialized team within the Marketing Department that is responsible for supporting the Lovibond® brand and its programs by providing accurate and timely product and application support to internal and external customers.

This role serves as the primary point of contact for troubleshooting issues, answering product questions, and ensuring a positive customer experience.

Duties/Responsibilities

Technical Support

• Respond to customer inquiries via email, chat, phone, or ticketing systems in a timely and professional manner
• Troubleshoot product issues and guide customers to solutions
• Document customer interactions, issues, and resolutions accurately in support systems
• Escalate complex technical or product-related issues to appropriate internal teams
• Collaborate with Quality and Product teams to identify recurring issues and recommend improvements
• Work in conjunction with Quality to hand-off product non-conformance complaints while ensuring outputs of the Quality Management process are properly communicated/deployed to customers with known issues.
• Identify and communicate potential sales opportunities by inputting feedback into organizational database.
• Preparing regular statistical reports for management regarding tickets, recurring technical issues, system performance, warranty information and trends related to technical support.
• Input & maintain data into the CRM for visibility to Marketing & Sales teams as it relates to technical support requests
• Enter new lead information, contact details, and account specifics into the CRM system. This includes updating existing records when a customer’s status or contact information changes.
• Documenting interactions such as emails, phone calls, and meeting notes to provide a complete history of the customer relationship for sales and support teams.
• Document instrument registrations for extended warranties

Product & Application Development

• Maintain up-to-date knowledge of company products, features, and updates
• Create and update support documentation, FAQs, and knowledge base articles
• Assist with product onboarding for channel partners as needed
• Host and conduct post-sale product trainings for customers requiring assistance
• Host and conduct product trainings for internal team members
• New-employee on-boarding
• New product launches
• Employee (re)training
• Manage and maintain product-related master data records including technical specifications and commercial copy
• Collaborate with business units, IT teams, and stakeholders to resolve product data issues and improve product data processes.
• Create and maintain documentation related to product-related data standards, workflows, and governance processes.
• Provide feedback to product managers, sales and engineering about product improvements.
• Assist in identifying opportunities for process automation and continuous improvement related to product governance.
• Participate in process improvement projects.
• Other duties as assigned.

Skills & Knowledge

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Integrate lessons learned, experiment to find new solutions, and readily tackle unfamiliar tasks.
• Exceptional communication and organizational skills
• Experience with Customer Relationship Management (CRM) software and/or customer support ticketing systems
• General working knowledge of ERP systems
• Ability to read, analyze, interpret and generate technical procedures.
• Applied understanding of common scientific and engineering terminology
• Proficient in Microsoft Office
• Proven ability to build consensus and work effectively within a cross-departmental team.
• Multilingual skills a plus, particularly Spanish

Education, Experience, and/or Certifications

• 2+ years experience a customer service related field
• Bachelors degree in a Science or Engineering-related field, or equivalent experience

Degree of travel

Limited. May be needed for special projects.

Degree of disruption to routine, overtime

Low. Candidate is required to report to Sarasota, FL, office Monday-Friday for standard business hours (8:00 AM – 4:45 PM EST).

Physical Requirements

Job requires the ability to see, hear, speak, manual dexterity, long intervals of sitting, occasional walking, standing, balance and the ability to lift or move up to 20 lbs. Job requires the ability to work on a computer for extended amounts of time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.