What are the responsibilities and job description for the Customer Support Specialist position at BRS Aerospace?
About BRS Aerospace
BRS Aerospace’s primary business is the design, manufacture, and sale of rocket-extracted whole-airframe parachute recovery systems. These may be for ultralight, experimental, light sport, general aviation, or military aircraft. BRS has been forging the path for this seemingly novel concept for over 35 years.
Customer Support Specialist
Ballistic Recovery Systems (BRS Aerospace) is currently seeking a multi-disciplinary customer support specialist to support the mission of the Sales Department.
Function and Objective:
A Customer Support Specialist assists our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, the Customer Support Specialist should be an excellent communicator who’s able to earn our clients’ trust. Should also be familiar with Netsuite ERP software.
Ultimately, the customer support specialist will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Essential Functions:
Position is focused on assisting to the sales team to ensure customers are satisfied with the sales department's performance. The essential job functions include the following:
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
- Update our internal databases with information about technical issues and useful discussions with customers.
- Monitor customer complaints on social media and reach out to provide assistance.
- Share feature requests and effective workarounds with team members.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback and share with our Product, Sales and Marketing teams.
- Assist in training junior Customer Support Representatives.
- Administrative lead for sales team on NetSuite or CRM database.
- Routinely evaluate and identify opportunities to drive process improvements.
- Maintain accurate documentation of customer problems and prompt escalation of trouble to management, if necessary.
- Required to travel, when necessary, to assist the customer on site.
Accountability:
As a Customer Support Specialist, you will be responsible for ensuring that customer’s technical issues are responded in a timely manner to assure sales run reliably and efficiently, respecting confidentiality and compliance with company policies & procedures.
In the customer support specialist role, you will communicate directly with customers to solve problems, answer questions, and give advice and support. Key elements of the role include familiarity with the company’s products and services, and the ability to quickly identify and address customer needs. Success in this role will be demonstrated by improvements in the company’s reputation in delivering outstanding customer support.
Qualifications:
- Previous sales & customer service/care experience is preferred.
- Proficient with PC systems, Excel, Word and NetSuite preferred.
- Understand technical documentation and drawings.
- Outstanding attention to detail and ability to work quickly and efficiently in a fast‐paced, ever–changing and challenging environment.
- Strong interpersonal skills.
- Excellent oral and written skills, with the ability to think critically and work independently.
- Strong work ethic & team player mentality.
- Has a positive and professional work attitude
- Ability to prioritize with excellent time management.
- Bachelor's (Preferred)
- Bilingual abilities are a plus, enhancing our ability to serve diverse clients.
Join our team as a Support Specialist where you can make a difference by providing outstanding service to our valued clients!
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Ability to Commute:
- Pinebluff, NC 28373 (Required)
Ability to Relocate:
- Pinebluff, NC 28373: Relocate before starting work (Preferred)
Work Location: In person