End-User Support Technical Specialist

Accountabilities

• Provide Level 2 post-sales technical support to end users across a range of consumer products and digital services.
• Handle escalations originating from self-service resources, including FAQs, troubleshooting guides, and online help tools.
• Diagnose technical and product-related issues and provide clear, step-by-step solutions through phone, email, and chat.
• Support customers throughout the repair-service process, ensuring timely and professional communication.
• Assist customers with self-service platforms, including repair portals, online stores, and other digital support tools.
• Provide assistance with web sales order placement and direct online sales processes.
• Handle customer complaints and challenging interactions with professionalism, diplomacy, and tact.
• Develop and contribute to self-help content to improve the customer experience and reduce avoidable support requests.
• Maintain up-to-date knowledge of products, features, technologies, and product updates using available internal resources.
• Apply strong knowledge of consumer products and Bluetooth technologies to troubleshoot customer issues effectively.
• Support customers with e-commerce solutions and online purchasing journeys.
• Contribute to the achievement of relevant customer service and performance KPIs.
• Maintain accurate customer and case information through strong data-entry and documentation practices.
• Work collaboratively with colleagues and provide support to the wider team when required.
• Adapt to organizational, process, and technology changes while actively supporting continuous improvement.
• Build trusted relationships with customers and colleagues by consistently demonstrating professionalism and reliability.
• Take on assignments that broaden technical and functional expertise and actively seek opportunities to develop new skills.
• Identify situations where processes or ways of working need to evolve and contribute constructively to implementing change.

Requirements

• Bachelor's degree preferred, or an equivalent combination of education and relevant professional experience.
• 1–3 years of customer service experience, preferably in a technical support, consumer products, e-commerce, or technology-focused environment.
• Strong knowledge of personal computers and proficiency with Microsoft Office; experience with JD Edwards is a plus.
• Strong technical troubleshooting and analytical capabilities, with the ability to diagnose issues and identify practical solutions.
• Excellent verbal and written communication skills, including confident and professional telephone communication.
• Exceptional customer-service orientation and the ability to manage difficult or dissatisfied customers with patience, diplomacy, and tact.
• Strong interpersonal and relationship-building skills, including the ability to work effectively with people from diverse cultural backgrounds.
• Accurate data-entry skills and a strong attention to detail.
• Excellent organization, prioritization, follow-through, and time-management abilities.
• Ability to quickly learn and confidently navigate new systems, applications, products, and support tools.
• Ability to understand and apply departmental policies, procedures, and applicable rules and regulations.
• Results-oriented mindset with a strong sense of personal accountability and commitment to meeting or exceeding performance targets.
• Self-directed, proactive, and comfortable taking initiative when solving problems or identifying opportunities for improvement.
• Ability to work independently while also contributing positively to a collaborative team environment.
• Ability to manage multiple assignments, meet deadlines, and remain effective in a fast-paced environment.
• Interest in consumer technology and familiarity with Bluetooth technologies and e-commerce solutions is preferred.
• Willingness to learn, develop new expertise, accept changing responsibilities, and take on assignments that expand capabilities.

Benefits

• $60,000–$70,000 annual base salary, with eligibility for a bonus.
• Compensation determined based on skills, experience, and geographic location.
• Medical, dental, and vision insurance.
• Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.
• Telehealth options.
• 401(k) plan with company matching.
• Company-paid life and AD&D insurance, with additional supplemental coverage available.
• Company-paid short- and long-term disability coverage, with buy-up options.
• Accident and hospital indemnity coverage.
• Legal and identity-theft assistance.
• Paid time off, floating Diversity Day, and paid holidays.
• Paid parental bonding leave.
• Employee Assistance Program, including 24/7 mental health support and counseling resources.
• Internal career development and advancement opportunities.
• Tuition reimbursement.
• Hearing aid discounts for employees and eligible family members.
• Internal employee recognition platform.
• Diversity and inclusion initiatives, including employee resource groups and a dedicated D&I council.
• Flexible working conditions within a modern, collaborative work environment.
• Opportunities for ongoing training, professional development, and expanded responsibilities.