Product Support Specialist

2 days ago

Melbourne, Victoria, Australia beBeeCustomerSupport Full time $90,000 - $120,000
Job Description:

As a Production Specialist, you will be responsible for providing technical support and actively resolving client issues.

Key Responsibilities:
  • Manage transactions according to quality standards.
  • Field incoming help requests from clients via telephone and/or email in a courteous manner.
  • Document end-user information, including name, department, contact details, and nature of problem or issue.
  • Update own availability in the RAVE system to ensure productivity of the process.
  • Record, track, and document all queries received, problem-solving steps taken, and resolutions.
  • Follow standard processes and procedures to resolve client queries.
  • Resolve client queries as per SLAs defined in the contract.
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in effective problem resolution.
  • Identify and learn product details to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot most occurring trends and prevent future problems.
  • Maintain and update self-help documents for customers to speed up resolution time.
  • Identify red flags and escalate serious client issues to Team leaders in cases of untimely resolution.

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.

Provide product support and resolution to clients by performing question diagnosis while guiding users through step-by-step solutions.

Assist clients with navigating around product menus and facilitate better understanding of product features.

Troubleshoot all client queries in a user-friendly, courteous, and professional manner.

Maintain logs and records of all customer queries as per standard procedures and guidelines.

Accurately process and record all incoming calls and emails using designated tracking software.

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' business.

Organize ideas and effectively communicate oral messages appropriate to listeners and situations.

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract / SLAs.

Benefits:

Excellent communication and interpersonal skills are essential for success in this role.

Ability to work in a fast-paced environment and adapt to changing priorities is also required.

Requirements:

High school diploma or equivalent required.

Technical certifications and relevant experience preferred.

Strong analytical and problem-solving skills.

Excellent written and verbal communication skills.

Ability to work independently and as part of a team.

Flexibility to work varied shifts, including evenings and weekends.

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