The Product Support Specialist is a focal point for receiving, handling, resolving and recording customer inquiries. Customer inquiries include but are not limited to installation and configuration of the Sun Nuclear software/hardware products, troubleshooting performance issues, and general inquiries regarding Sun Nuclear products and processes.
Major Responsibilities/Functions:
Provide a focal point for the resolution of customer problems and assist customers in understanding the product manuals
Receive customer communications, record customer issues, research the reported problem, examine pertinent information to determine accuracy of customer reports and source of errors
Use all available Support Operations tools to document all the support activities, such as CRM (SalesForce), NCM, Knowledge Database, Support website
Gather configuration information and files required to resolve physics related products
Follow up with each customer support case promptly until a reasonable solution is provided
Provide suggestions for process and product improvement to maintain customer satisfaction
Respond to the customer complaints with a working resolution within a reasonable time period
Participate in trouble shooting and validate product tests as required
Develop an overall working knowledge of the entire product line
Escalate the complex issues to higher tier of expertise in Support Operations
Attend professional conferences as needed
Other duties as assigned
Specialized Requirements:
Working knowledge of web based tools used for remote connectivity such as GoToAssist
Good oral and written communication skills with the ability to maintain positive disposition during customer interaction.
Excellent telephone communication skills.
Solid working knowledge of Microsoft Office Suite.
Must be able to possess a team approach and maintain a positive attitude.
Excellent PC skills.
Academic Requirements:
BA/BS in a Science or Technology discipline
2 years of work experience preferred
Qualifications
EducationBachelors (required)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
