Product Support Specialist

Field Service Product Support Specialist – Inbound

Job Description – Plus One Solutions, Incorporated

Reports to: FS Contact Center Mgr.
Team: Field Service Operations

The Product Support Specialist is part of the Field Service department and is primarily responsible for inbound calls/inquiries and setting up service dispatches. This individual must have professionalism, patience, and a people first attitude, while attention to detail is a must.

This individual will be responsible for assisting consumers and service technicians by providing appliance service and other product support including inquiries for service and product information, diagnosing service-related issues, ordering parts, and dispatching service while providing a stellar customer experience.

• Receive incoming calls from consumers, dealers, distributors, and service technicians and providing diagnostic support on appliances and other products
• Accept and handle technical/diagnostic calls and process emails/requests to set up new service
• Escalate calls as needed to Field Technician/Engineer for more in depth technical/diagnostic assistance
• Respond to customer and field technicians’ emails
• Communicate to clients for approvals, diagnostic results, and shipping inquiries
• Document support on warranty service calls in tracking database
• Works closely with national service providers and individual service companies to provide product information and support
• Report common issues identified from service partners for escalation
• Performs other specific duties or assignments as directed by Team Manager

• High school education or equivalent is required
• Minimum 1-year call center/customer service experience
• Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills
• Residential and Commercial appliance repair experience is a plus
• Ability to read/understand service manuals/bulletins
• Excellent communication and interpersonal skills – verbal and written, are required to effectively and accurately communicates in English via email, text, and telephone
• Possess a good attention to detail
• Ability to work with minimal supervision and research using traditional and online resources
• Working familiarity of various office equipment (telephone, computer, copier, etc.) and be PC proficient with basic skills with the internet/web applications and MS Office suite
• Ability to type 45 wpm
• Must be able to accommodate flexible work schedule based on business needs

• Ability to regularly sit and/or stand for lengthy amounts of time, bending and reaching as necessary
• Frequent use of fingers/hands to manipulate computer, telephone and other standard office equipment
• Frequent documentation by handwriting
• Ability to regularly lift and/or move up to 10 lbs.; frequently lift and/or move up to 25 lbs. and occasionally lift and/or move up to 50 lbs.
• Must be able to accommodate working in a moderate noise level environment