PRODUCT SUPPORT SPECIALIST (H/F)

Job description

Entreprise:
Founded in 2001, Trace One powers the world’s largest collaborative network for private label management with more than 20,000 companies in 100 countries developing over $300B in products annually. We provide a network for trusted business partners to enable the development of unique, healthy and responsible private label products.
Poste et missions:
- Ensure customer satisfaction by providing in-depth technical research and information needed to resolve in-depth technical problems in an accurate, professional, and timely manner, in the respect of our SLA.
- Communicates problems resolution strategies and status to the customer in an accurate, professional, and timely, manner, in the respect of our SLA
Main duties & responsabilities
- Answering and logging incoming calls
- Resolves customer and field inquiries regarding current Trace One product behavior.
- Owns and drives resolution of customer’s cases. Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience.
- Organizes the provision of product fixes to customers, coordinating necessary resources to ensure the availability is timely, efficient and satisfactory.
- Promotes customer advocacy and satisfaction throughout the company.
- Works with other Trace One departments to maintain a quality of customer interaction consistent with corporate standards.
- Contributes to extended research on customer-reported technical problems which are not known or cannot be resolved during initial investigations.
- Researches problems using the product source code and other diagnostic methods. Consults with customers as required to collect diagnostic information
- Interfaces with engineering groups (L3 ECO) as a consult point for further diagnosis of complex issues and to organize delivery of product fixes to customers, coordinating necessary resources to ensure delivery is timely, efficient and satisfactory.
- Make sure customer P0/P1 reported cases are dealt with promptly.
- Be involved in the management of critical account situation
- Enters appropriate and accurate data on technical problems in support case tracking system, for reference and historical purposes.
- Documents technical issues for the benefit of others as needed.
- Work on technical product related projects, as required.
Profil:
- A Bachelor’s degree with Computer Science is normally required.
- SQL language knowledge required
- Effective verbal and written communication skills, tact and diplomacy in dealing with sensitive customer issues, exceptional follow-through ability and good organizational skills.
- A minimum of 1 year’ experience in a support environment and a general understanding of data base applications or development tools are required.
- Good knowledge of the case tracking tool and other tools used by Customer Support
- For Support Centers out of the USA and the UK only:
Language skills: English near fluent and one other language for the purpose of supporting customers who speak this language