MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- Oversee and assist customer service employees in responding to customer inquiries and resolving issues or complaints.
- Interview and recommend applicants for hiring entry-level customer service employees; coach and train employees in company customer service policies and procedures.
- Conduct 1:1 meetings with direct reports to set goals, improve performance, and provide feedback; conduct performance evaluations and handle discipline/termination as needed.
- Organize and oversee schedules and work of assigned staff; manage a hybrid team (remote and in-office minimum twice monthly).
- Ensure escalated inquiries are handled and resolved appropriately; monitor/review calls, chats, emails and other correspondence.
- Oversee tools used by the team such as NICE inContact, Intercom chats, Knowledge Base.
- Collect data and prepare reports on customer complaints and inquiries; prepare monthly performance reports and knowledge-based documents.
- Identify opportunities to update or improve customer service procedures and make recommendations; assist with budget preparation for Customer Service department.
- Oversee projects and tools to improve productivity, knowledge, workflows, KPIs and goals; perform other related duties as assigned.
Requirements
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software.
- Experience with tools such as NICE inContact, Intercom chats, Knowledge Base.
- At least three years of customer service experience required (3+ years).
- Preference for three plus (3+) years prior supervisory experience.
- Ability to manage phone, chat, and email support teams.
- Experience using reporting or dashboard tools to track customer service performance.
- Experience creating and delivering performance or KPI reports to leadership.
- Ability to reliably come into the office at least two times per month as required.
- Prolonged periods sitting at a desk and working on a computer; must be able to lift up to 15 pounds at times.
Benefits
- Hybrid position allowing the employee to work from home or from the office (expected in-office two (2) times per month)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
BS
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