What are the responsibilities and job description for the Product Support Technician position at DUNBARTON CORPORATION?
The Position:
The primary task of our Product Support Technician is customer satisfaction, and to achieve that we must create a positive experience and build positive relationships with the customer. While interfacing with customers, representatives must demonstrate professionalism, product knowledge, and an overall demeanor that will please the customer. This individual must communicate a welcoming, polite, cheerful, and understanding tone, as well as remain professional, patient, and diplomatic while working diligently to find a solution that will satisfy the customer.
The Product Support Technician must have great communication skills and should feel comfortable working in a team atmosphere. This individual must be multi-task oriented, display a positive disposition, not get easily discouraged, demonstrate an attitude of learning, and seek to understand and grow. This individual must have a track record of dependability, consistency, and follow-through.
Essential Job Responsibilities:
- Support customers in the use of all Keycentrix products
- Troubleshoot and resolve product issues reported by customers
- Maintain an ongoing relationship with customers requesting assistance through our Support Desk
- Drive customer loyalty through actionable advice and articulate product knowledge
- Maintain expert knowledge of all Keycentrix products including hardware and software
- Track all customer interactions completely and accurately
- Identify opportunities to improve customer care operational efficiencies
- Ensure clear, prompt, and efficient communication regarding customer requests and issues to appropriate team members
- Product Support Technician will be required to participate in an on-call rotation
Qualifications:
- Highly proficient with computers and technology
- Excellent verbal/written communication skills
- Strong ability to diagnose problems and troubleshoot to resolution
- Experience in Microsoft Office