Product Support Specialist Tier 2 - Remote Eligible

Product Support Specialist Tier 2

The Tier 2 Product Support Specialist will play a critical role in ensuring customer satisfaction by providing best-in-class product service and support. This role will support the management of inbound touchpoints, via all channels (i.e., phone, email, chat, and social media) to assess the customer's product need. This role will provide extensive technical and troubleshooting ability to qualify product claims for warranty repair or replacement and will troubleshoot installation issues with customers. This position will troubleshoot, diagnose, analyze, and document relevant warranty, technical and installation issues and will require vast knowledge of the product. The role is the tier two product support technical expert within the customer service department and will be responsible for assisting with training of other customer service representatives and product support specialists tier 1 along with technical case escalation resolution.

Core functions include:

• Provide front-line technical troubleshooting support to the customer.
• Diagnose, analyze, and troubleshoot technical issues with products, assisting and guiding customers through solutions; and when necessary, escalating more difficult or complex product problems or issues to the appropriate cross functional team members and/or leadership.
• Manage high volumes of incoming calls, which consists of placing warranty orders via all inbound channels and providing detailed technical support and installation assistance.
• Respond to customer product related questions and provide helpful and knowledgeable feedback or suggestions for resolution.
• Maintain a deep understanding of product category offerings, product functionality, and the manufacturing process for each product.
• Stay current with product updates, product trends, and product changes to provide knowledgeable and accurate information to customers.
• Educate both internal and external customers about all product features. Provide knowledgeable support and assist customers with product issues and concerns with ability to communicate steps for resolution to achieve the highest customer satisfaction.
• Provide product training, team support and guidance on products and product features.
• Identify areas of improvement on processes and/or procedures and provide recommendations to leadership.
• Prepare periodic reports concerning department activities, issues, quality, schedules, etc.
• Understand and perform all Product Support Specialist Tier 1 responsibilities.

Minimum qualifications and requirements include:

• High school diploma is required. Associates degree preferred.
• 3+ years of customer service experience required, including 2+ years of technical support experience required.

Skills, abilities, and knowledge include:

• Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel.
• Experience in CRM a plus.
• Strong technical abilities and skillset.
• Ability to work and provide some guidance to team members.
• Ability to troubleshoot and solve product related inquiries.
• Excellent written and oral communication skills. Ability to maintain/exceed overall performance with high levels of accuracy.
• Ability to demonstrate flexibility and innovation to resolve problematic issues in a professional manner.
• Excellent attendance and dependability.
• Ability to respond to common inquiries or complaints.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Promotes a team atmosphere through a positive attitude and working well with others.

Competencies include:

• Responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
• Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Balances team and individual responsibilities; exhibits objectivity and openness to other views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.
• Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Supervisor responsibilities include:

• Individual contributor: working team member with no oversight of others and no management responsibilities.

Physical requirements include:

• This position is subject to sedentary work; exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.

Physical activities include:

• This position is subject to the following physical activities: talking and hearing.

Visual acuity includes:

• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working conditions include:

• This position operates in a professional office environment. This role routinely uses standard office equipment.

About Real Truck

RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, Real Truck's 5,000+ associates operate from 78 facilities across four continents. RealTruck's industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 850 patents and pending applications. The company's omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.