Technical Product Support Specialist

4 weeks ago


Québec, Quebec, Canada EightSix Network Full time

Job Summary

We are seeking a highly skilled Technical Product Support Specialist to join our team at EightSix Network. As a key member of our customer service team, you will be responsible for providing technical support and expertise to customers and internal staff regarding flooring products and installation procedures.

Key Responsibilities:

  • Provide technical support and expertise to customers and internal staff regarding flooring products and installation procedures.
  • Manage customer service and ensure high levels of customer satisfaction.
  • Handle inbound customer inquiries regarding technical matters.
  • Manage customer complaints and escalations to ensure timely resolution.
  • Identify and assess customers' needs, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, achieve satisfaction.
  • Develop and deliver training programs for customers and internal staff.
  • Conduct product and market research to stay up-to-date on industry trends and advancements.
  • Analyze customer feedback to identify areas for improvement and recommend changes to improve customer satisfaction.
  • Work with the R&D team to provide input on new product development and testing.
  • Support client operations team on daily tasks as needed.
  • Develop and maintain relationships with key customers and industry experts.

Requirements:

  • Expertise in flooring products and installation procedures, industry certifications a plus.
  • Minimum of 5 years of experience in technical product support or customer service lead role.
  • Bilingual (English & French) - written and verbal.
  • Computer literacy and proficiency in Microsoft Office Suite and CRM software.
  • Strong communication and interpersonal skills.
  • Demonstrated leadership skills.
  • Organized, detailed, versatile, responsible and reliable.
  • Professional, ethical, and ability to work independently and as part of a team.
  • Problem solver and ability to handle multiples files at a time.


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