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National Product Support Specialist
5 days agoWhat's your preference?
Job Description
- Req#: 1348
- Telephone-based support
- Email-based support - monitoring/resolving requests in Tech Support public folder
- Create and update service tickets as needed to keep a log of all requests from and response to external customers
- Placing parts orders proactively as part of the response to technical support requests
- Provide support for product installations
- Locate and provide technical documentation as requested to internal and external customers
- After-hours support- responding to voicemails left on Tech Support workgroup extensions
- Deep reviews of customer "issues" upon request, to investigate a particular issue
- Maintain product knowledge as required by the current service environment
- Configure and monitor ATM and Remote Monitoring Software
- Technical analysis of product failures, to provide a timeline of events and technical service direction to managers on high priority product and service issues
- Working knowledge of Hyosung hardware and software
- Problem solving skills
- Proven technical background specific to Hyosung products
- Ability to train technicians in a classroom environment
- Ability to train technicians in a field environment
- Strong written verbal skills
- Proficient in Microsoft Word, Outlook, Excel, PowerPoint applications
- Organized and detail oriented
- Willingness to travel for field assignments, typically 3-5 days each
- High school diploma or equivalent
- 3-5 years Hyosung hardware/software
- 3-5 years of customer service
- Ability to sit and stay focused for long periods of time
- Vision correctable to 20/20
- Finger dexterity for keyboarding and computer usage
Position Summary: A Product Support Specialist is primarily responsible for supporting customers, technicians, subcontractors, and others on performance, maintenance, and service of company products. Some responsibilities include parts orders, technical product support, troubleshooting, anomaly tracking, documentation, service training, and field escalations.
Duties and Responsibilities:
Skills and Requirements:
Experience and Education:
Physical Requirements:About the company
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