Job Description

Currently Seeking Product Customer Support Representatives for a growing retail distribution company. Reporting into the Product Support Supervisor, the Product Customer Support Representatives will provide high level expertise on all Products in one of the following categories, or combination of categories:

• Patio and Garden
• Home
• Toys and Games + Musical Instruments
• Holiday Décor + Fitness + Pet Supplies

As a Product Customer Support Representative your main responsibilities includes but is not limited to product, troubleshooting, features, assembly, customer inquiries, and improvements. You will help enhance the product and customer experience by working alongside Leads and Managers for our Product Support Call Center Team as well as Product Quality and Product Developers to ensure our products are launching with all the information for employees and customers to use, assemble and troubleshoot with ease. This role is highly collaborative with an offshore provider and is very much driven by the Voice of the Customer. It is a great opportunity for someone with experience in Product/Technical Support who can make good decisions on product and product information improvements to improve the customer experience and make it as effortless as possible.

PRODUCT CUSTOMER SUPPORT REPRESENTATIVES PRIMARY JOB DUTIES AND RESPONSIBILITIES:

• Become an expert in all BCP products within their owned category.
• Produce Troubleshooting Documents and Videos for Customers and Employees.
• Answer customer inquiries and provide product assistance and support via email, voice, chats, social media and other channels as needed.
• Collaborate with Product Manager and Product Quality to ensure new products go through the proper requirements prior to launch for Product to Support it well.
• Engage in product development projects and support internal teams when necessary.
• Maintain understanding of all current BCP policies, procedures, and processes
• Facilitate and maintain cross-functional communication with various teams while contributing to continuous improvement (i.e. Customer Service, Category/Product Management, Product Quality, Marketing)
• Assist with consistent training for the growing Product Support Team within Home.
• Work with Product Support Supervisor to help facilitate large projects and product improvements, and customer experience improvements.
• Analyze customer feedback for additional useful product information and troubleshooting.
• Utilize Voice of Customer to make decisions on Products/Processes

PRODUCT CUSTOMER SUPPORT REPRESENTATIVES REQUIREMENTS:

• At least 2 years in a Product and/or Technical support type role
• Exceptional verbal, written and interpersonal communication skills
• Strong listener with ability to show empathy and patience
• Exceptional customer service and community mindset
• Comfortable working through ambiguous situations
• Proven problem solving and troubleshooting ability
• Highly detail-oriented, organized and proactive
• Strong knowledge of Internet and software applications, including Microsoft Office other related business software
• Must be able to adapt in an ever-changing environment which passionately focuses on continually improving the customer experience.
• Diplomatic skills, such as tact and patience when dealing with customers and must handle complaints within the constraints of company policy
• Passionate about relentless improvement of customer experience, products, and exceeding all customer expectations
• Strong sense of urgency and ability to prioritize multiple tasks
• Experience with NetSuite or equivalent ERP system
• Experience with Zendesk or equivalent support ticket system
• Experience with productivity tools such as Gmail/Google Suite or Microsoft Office

PRODUCT CUSTOMER SUPPORT REPRESENTATIVES REQUIRED EDUCATION:

• High School Diploma or equivalent is required.
• BA/BS or equivalent degree preferred

Please submit your resume for immediate consideration of these current open Product Customer Support Representative positions.