What are the responsibilities and job description for the Product Support Specialist position at Robert Half?
Robert Half is seeking a Support Support Specialist for an excellent opportunity with our client located west of Pittsburgh. This is a contract / temporary to hire role with a hybrid schedule - 3 days on-site. Apply today if you are interested in joining a dynamic company with an employee-focused culture!
The Software Support Technician possess a strong background in technology as well as stellar customer service skills, and will receive, record and reconcile customer/end user technical questions, regarding the use and implementation of computer products and technology solutions in a timely and detail oriented manner.
Duties and Responsibilities:
• Answer incoming customer and field engineer telephone calls in a courteous and detail oriented manner • Assist customers, engineers, and end users with questions on product installation, usage, and implementation • Respond to and investigates customer, engineer, and end user inquiries, concerns, and issues via phone and e-mail in a timely and courteous manner • Update the internal website with discovered tips and documentation that may not currently be noted • Research and resolve customer complaints and/or billing issues • Contribute to the continued improvement of the product line where applicable by investigating issues and creatively documenting and testing solutions • Effectively communicate customer issues and concerns to all applicable internal staff members • Document all contacts, actions, and responses in customer database • Organize and maintain file system, file correspondence and other records • Maintain working knowledge of products and/or services • Provide data and reporting of key performance indicators (KPIs) and trends to management and other stakeholders. • Performs other duties as assigned.
The Software Support Technician possess a strong background in technology as well as stellar customer service skills, and will receive, record and reconcile customer/end user technical questions, regarding the use and implementation of computer products and technology solutions in a timely and detail oriented manner.
Duties and Responsibilities:
• Answer incoming customer and field engineer telephone calls in a courteous and detail oriented manner • Assist customers, engineers, and end users with questions on product installation, usage, and implementation • Respond to and investigates customer, engineer, and end user inquiries, concerns, and issues via phone and e-mail in a timely and courteous manner • Update the internal website with discovered tips and documentation that may not currently be noted • Research and resolve customer complaints and/or billing issues • Contribute to the continued improvement of the product line where applicable by investigating issues and creatively documenting and testing solutions • Effectively communicate customer issues and concerns to all applicable internal staff members • Document all contacts, actions, and responses in customer database • Organize and maintain file system, file correspondence and other records • Maintain working knowledge of products and/or services • Provide data and reporting of key performance indicators (KPIs) and trends to management and other stakeholders. • Performs other duties as assigned.
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