Technical Product Support Specialist
4 weeks ago
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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