Requisition #: 19962
Functional Area: Client Service
Employment Type: Full-Time
Work Options: Remote / Work from Home in the US #LI-Remote
Work Hours: Monday - Friday 9:30am -6:00pm CT

Position Summary

The purpose of these positions is to provide high quality support to external and internal clients for cloud-based applications and hardware. This includes assisting clients in the resolution of reported issues, maintaining documentation of all support calls, and providing internal client support as needed.

The Product Support Specialist II provides tier II level support for escalated incidents that require more in-depth diagnostics; however, they will also perform the tier I support functions as needed to support overall team operations. This position will also provide on-call support during non-standard business hours.

Job Responsibilities

Provides client support for any Technology Solutions products/services via phone, email, chat, etc. Handles client calls for both Tier I and Tier II support. Meets department metrics for number of calls, resolution time etc.
Serves as primary support contact for assigned accounts. Provides timely and effective support, identifies trends, and collaborates with team members across the department to ensure client satisfaction and drive continuous improvement.
Independently analyzes and resolves support issues in line with knowledge level. Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.
Conducts ticket/log reviews and provides coaching and feedback to Tier I team members.
Serves as the main technical resource to resolve escalated issues. Takes ownership of the customer experience, seeing the customer through to resolution.
Performs in-depth diagnostics to resolve complex issues. Develops and implements action plans as appropriate.
Identifies and communicates support trends, product improvements, recurring problems and suggested solutions.
Reviews support logs to identify enhancements to documentation and processes. Maintains support and training documentation as required.
Provides technical support to sales representatives and other internal clients as required.
Assists with testing new applications, support patches, new releases, hardware design/functionality, etc.
Coordinates client cancellations.
Facilitates hardware return and warranty replacement process.
Provides on-call support to clients calling after-hours mobile number, responding to incoming after-hours calls immediately.

Qualifications

Education and Experience

High School Graduate or General Education Degree (GED).
Associate's Degree in a computer-related field preferred.
1+ year of experience in an application or mobile support role, including smartphone applications and connected devices.

Other Requirements:

Proficient in the use of a PC and able to flow seamlessly between multiple systems and applications.
Ability to utilize a variety of applications and connected devices.
Commitment to providing outstanding client service.
Quality minded and detail oriented.
Ability to work in a fast-paced environment.
Strong problem-solving skills.
Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
Empathy and de-escalation skills.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.

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J. J. Keller provides a competitive benefit package which includes the following (eligibility requirements apply): Medical, Dental, and Vision Insurance, 401(k) and Profit Sharing Plan, etc. The compensation range for this role is $24.00 to $24.00 which varies depending on factors including, but not limited to, a candidate’s overall experience and geographic location. Note that J. J. Keller is not currently recruiting employees to work in California.

If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.

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J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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Product Support Specialist II

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