Product Support & Training Specialist

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

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.