Product Support Representative

FULL TIME POSITION - HOURS ARE: 8:30AM-5:00PM MONDAY-FRIDAYSummary of PositionThe Product Support Agent I is responsible for addressing customers technical inquiries resolving complaints and delivering effective solutions while upholding a high standard of customer service. Additionally this role involves providing product information to both internal and external customers. The Product Support Agent may also undertake various specialized tasks within the Customer Care Center as areas of accountabilityAddresses a wide range of inquiries regarding product application and usage through various communication channels including phone mail fax email and chatRespond to telephone inquiries in a professional and courteous manner. Maintain control of conversations while remaining focused and efficient ensuring that orders or requests are processed effectively as required. Strive to effectively manage the incoming call workload to meet and reports merchandise issues to the relevant departments. May convey suggestions for new items to be included in product lines. Evaluate new and existing products for quality and in the collection of technical data for instructions and technical manuals to facilitate the efficient introduction of new process and resolve Customer Service cases while adhering to the Standard Operating Procedures (SOP) for handling customer inquiries related to refunds or replacements for defective merchandise. Make determinations regarding the return of damaged or defective items in accordance with the established with vendors to address customer product concerns and facilitate the replacement of defective the Customer Care team by delivering exceptional customer service during all customer interactions which include: Processing phone orders. Managing customer service phone constructive feedback and suggestions for and address product reviews as and submit shipping claims for lost and damaged to customers on live chat within 1 minute delivering prompt and precise responses to effectively address their to all emails within 6 business hours providing timely and accurate replies to effectively address inquiries while ensuring the use of proper grammar and perform other duties as assigned. Attendance is an essential function of this position and we rely on all our employees to be at work during their scheduled for positionHigh school diploma or GED equivalent 3 years customer service experience customer service and listening skills Ability to remain calm and courteous with customers and others in times of the ability to quickly analyze customer problems and develop reasonable skills (knowledge of Microsoft Office applications Internet navigation. Adobe Acrobat) Knowledge of woodworking products the use of these products and the technical specifications of such to keep call focused while promoting specials and add-on thinking to successfully multi-taskKnowledge of CNC and Laser machines in the woodworking arena is a plus.