Product Support Specialist I

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Requisition #: 20862
Functional Area: Client Service
Employment Type: Full-Time
Work Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh area #LI-Hybrid
Work Hours: Monday - Friday, 9:30 a.m.

- 6 p.m.

J. J. Keller is seeking a
Technical Support Specialist
to join our Technology Solutions team. For more than 70 years, J. J. Keller has partnered with over 90% of Fortune 1000 companies, delivering trusted solutions and expert insights that help create safer workplaces and simplify the complexities of compliance. With more than 7 million employers nationwide, the demand for our expertise continues to grow.

In this role, the
Product Support Specialist
provides high‑quality support to both external and internal clients for our cloud‑based applications and hardware solutions. Responsibilities include troubleshooting and resolving reported issues, documenting all support interactions, and assisting internal teams as needed.

Training lasts approximately
one month
and is scheduled Monday–Friday from8:00 a.m. to 4:30 p.m.Upon successful completion of training, the schedule shifts to Monday–Friday from9:30 a.m. to 6:00 p.m.This position also offers a hybrid work arrangement—
at least
three days in the office and two days from home
—once training is complete.

• Provides client support for any Technology Solutions products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc.
• Provides guidance to customers on the use of software applications and hardware devices.
• 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.

• Starting pay of $22/hour
• 17 days of PTO annually + 8 Paid Company Holidays + 1 Paid Floating Holiday
• Annual Reviews+ Merit Increases +Quarterly Bonus Program
• New Hire On-the-Job Training
• Medical + Dental + Vision Insurance
• Free Onsite Wellness Clinic for those associates near our corporate office + free telehealth coverage for all associates regardless of where you live
• Free access to FLEX by Fitness on Demand providing 24/7 access to online workout and wellness programs
• 401(k) with Employer Match +Company-funded Profit Sharing

Education and Experience

• High School Graduate or General Education Degree (GED).
• 1+ year of customer service experience, preferably in a high-volume, service environment.
• Experience supporting mobile applications or cloud-based applications a plus.
• Ability to learn and utilize a variety of software applications.
• Experience with smartphone applications.
• Strong technical aptitude and interest.

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.

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

We Protect People & The Businesses They Run™

Every associate atJ. J. Kellermakes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.

J. J. Keller History: November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc.  to take a tour through…