Technical Product Support Specialist

United States·Stratfordmid

Customer SupportProduct Support Specialist

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Quick Summary

Key Responsibilities

Build strong product knowledge to ensure customers are provided with applicable technical and business information, including specifications, applications, features, benefits, etc.

Requirements Summary

2- or 4-Year Degree in engineering, or related technical field,

Technical Tools

Customer SupportProduct Support Specialist

To serve as the primary interface with customers and prospective customers for the purpose of providing technical product and application information as well as product recommendations.
To pass along sales opportunities to the sales department in the form of pricing requests resulting from technical inquiries, and leads received.

Responsibilities

~1 min read

→Build strong product knowledge to ensure customers are provided with applicable technical and business information, including specifications, applications, features, benefits, etc. Request additional training as required.
→Serve as the “voice and face of the company” through timely, friendly, professional, high-level telephone and email interaction.
→Distribute leads/RFQ inquiries to appropriate sales personnel
→Learn to operate and utilize company computer platforms and relevant applications
→Provide feedback to marketing regarding necessary improvements to literature and other documentation as well as website content and navigation.
→Provide metric reports to management as required
→Abide by and support strategic marketing initiatives and company goals and values
→Performs other duties as required

Requirements

~1 min read

2- or 4-Year Degree in engineering, or related technical field, or combination of education and experience
5+ years’ experience in engineering and/or technical sales a plus
Demonstrated technical aptitude and experience
Excellent written and verbal communication skills with excellent organizational, time management and problem-solving abilities
Working knowledge of MS Office (Word, Excel, PowerPoint); CRM systems (e.g. SalesForce, HubSpot) and collaboration platforms (e.g. SharePoint, Teams) a plus
Ability and eagerness to learn product and demonstrate aptitude to understand wide range of instrument operations and applications
Multi-tasking (phones, email, projects) and strong prioritization skills required for time sensitive inquiries with minimal supervision
Professional and courteous presentation to inside and outside customers
Self-motivated, able to work in fast-paced office environment
Willing to work hours necessary to answer daily inquiries