The Product Support Specialist is responsible for high level technical support of SunRADON products and services with a focus on improving the Customer experience. Software and hardware support consist of OneRADON Platform Software inclusive of Windows / Mac OS, Mobile iOS /Android Software and OneRADON Cloud Application software. Level 2 Product Support Specialist must also support model specific hardware issues and gain quick knowledge of the Radon industry as a whole.
The Level 5 Product Support Specialist must be able to ensure software optimization and troubleshoot system issues with utmost patience with an understanding that our B2B customer base may be non-technical in nature and need care through the entire call process. This role will also help mentor and support lower level team members and sales associates.
This role reports to the Director, Sales and Marketing and to the Business Unit Director.
Key responsibilities
§ Engage with B2B Customers to support “how to” questions and troubleshoot technical issues pertaining to devices, OS software and cloud environments
§ Take ownership of case management, gathering information about processes and steps taken, documenting case details, replicating and resolve issues quickly by educating the customer
§ Create and update technical documentation as required; create and contribute to Knowledge Base Repository
§ Create Return Material Authorization and work with Tier 1 team to finalize the assignment to deliver 100% customer service and resolution
§ Provide support for integration of internal administrative issues with external IT teams; participate in architecture and design session related to cloud strategy. Contribute to analysis and promote recommendations relating to performance of platform to ensure reliability for current/ future state
§ Accustomed to making decisions with little supervision or direction from management
§ Relating new or unknown issues and bugs back to management and Software Development teams
Requirements
- § Previous experience in high demand support team environment
- § Strong technical aptitude, experience of web-based applications, comfortable with learning new technologies and industry standards
- § Preference for familiarity with Salesforce CRM and ERP system (Visual)
- § Understanding of network connectivity, troubleshooting, digital certificates, LE Bluetooth, WiFI functionality, API services
- § Proven track record of satisfactory support and customer feedback
- §Working knowledge of all OS systems and cloud hosted software, blockchain explanation for customer knowledge of data security
- § Very strong written and verbal communication skills
- §Must be extremely motivated, hardworking, organized, and willing to work pro-actively with 100% customer satisfaction in mind
Job description provided by Sun Nuclear.
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