Product Support Agent I

Job Overview

This position values attention to detail and requires critical thinking as the majority of outcomes are made on a case-by-case basis. Your goal will be to provide outstanding service to our clients via Email, Chat, and Calls. Understand the challenges of our product lines and provide empathy and effective support to customers who are experiencing issues. Understanding and effective use of our processes and procedures. Maintaining operational effectiveness, the integrity of our policies, and the trust of those on the Product Support team and CX Department.

Reports To

This position reports to the Project Supervisor.

Responsibilities General

• Maintaining expectations in Zendesk:
• Actioning all open tickets by or before 17:00 PST.
• Accurate documentation and summaries within Zendesk tickets.
• Averaging a minimum of 6 ticket touches per hour.
• Averaging a minimum of 15 good reviews per month.
• Communicating ticket status with supervisor for managing expectations.
• Maintaining 100% answered inbound calls on specified phone queue(s) during business hours.
• Returning any missed calls on specified phone queue(s) within the same business day.
• Creation and maintenance of Monthly SMART Goals
• Exemplifying CX standards and KC Hilites Values/Fundamentals.

Process Management

• Understanding and utilizing resources such as Optimus Prime and Defective List
• Understanding and utilizing Master Lite Files and PDDs
• Proficient with Optimus Prime
• Collaborating with the assigned team on all tasks.

Learning and Development

• Cross Training in Order Entry
• Cross Training in Basic Warranty
• Asana organization training
• Google Suite certificates in Google Sheets, Google Docs, Google Slides
• Culture training (DISC, MBTI, Etc.)

Culture and Engagement

• Answering all company surveys.
• Answering all department surveys.
• Setting goals when appropriate in Culture Amp and KC Internal Website.
• Participation in team activities

Qualifications & Skills

• Proficiency in systems and technologies including GSuite, Microsoft Suite, Zendesk, Zendesk Talk, Asana, Culture Amp, Netsuite, and Slack.
• Outstanding written and verbal communication skills.
• Minimum typing ability 40 WPM
• Experience with KC products.

Education & Experience

• High school diploma

Who We Are

We are a family-owned business made of people who care about creating unforgettable experiences that empower the spirit to Adventure Further®. Our mission is to illuminate life’s adventures by creating unique premium products while leaving a lasting impression and positive impact on the generations of people and communities we touch.

Richly diverse in our beliefs and perspectives, we are always united by our cause to Defy Limits and Adventure Further®. At the heart of KC is a family of adventurers who are willing to see beyond today’s limits and take ownership of tomorrow’s possibilities. We believe that limits are created by our beliefs and if we shift our beliefs then any result we seek is possible. Today, KC is a legendary story and continues to be an example of what is possible when we choose the paths less traveled.

KC Fundamentals

• Always Be Curious
• Practice Blameless Problem-Solving
• Own Everything You Do
• Honor Your Commitments
• Create Legendary Experiences
• Be Obsessively Organized & Detailed Oriented
• Assume Positive Intent
• Check The Ego At The Door
• Celebrate Our Successes
• Be Committed And Resilient

KC HiLiTES does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to any KC HiLiTES employees.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Ability to Commute:

• Gardena, CA 90249 (Required)

Ability to Relocate:

• Gardena, CA 90249: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Gardena, CA 90249

Salary : $21