Product Support Specialist - O'Fallon, MO
1 day ago
Job description
Full-time
Description
For over 45 years, TRUE remains a global leader in premium fitness machines - offering unparalleled service, innovative technology, and providing peace of mind to our customers' every step.
As a Product Support Representative at TRUE, you will partner with users via email and phone to provide timely solutions to operational challenges. If you are a self-starter with excellent communication skills and a knack for connecting with others, TRUE is for you
Responsibilities:
- Ask customers targeted questions to work to resolve the problem quickly
- Diagnose and troubleshoot advanced technical issues varying in complexity and determine the appropriate course of action
- Triage customer reported incidents for severity, urgency, and content to ensure consistency and quality in case content
- Perform research to determine if the issue is a known issue or defect
- Deliver timely solutions to customers while maintaining customer satisfaction
- Document precise troubleshooting and customer interaction details
- Work individually and with a team to solve technical problems while communicating trending issues
Requirements
- Must have experience with troubleshooting mechanical issues
- 1-2 years customer service experience required - Call center preferred
- Familiarity with mechanical, electrical, and software applications
- Proficient with MS Office (Word, Excel, PowerPoint, and Outlook
- Ability to work independently, adapt quickly to change, and work within goal-oriented environment
- Ability to re-prioritize a task and adapt to change throughout the workday
- Must be able to physically move and manipulate products - some weighing hundreds of pounds
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