Product Support (HelpDesk)

Location: Ottawa, Ontario, Canada

Department: Services

Type: Full Time

Min. Experience: Experienced

Product Support Specialist (Help Desk)

Position Overview

The Product Support Specialist reports to the Customer Service Lead and is a member of the Company’s Services team.  Dealing directly with 360pi customers, they will be the primary point of contact for technical help in the case of users submitting questions or experiencing problems with 360pi products.

Responsibilities

S/he will be responsible for:

Providing user advisory and information services for the 360pi product suite through both online and phone requests.
Conducting first-level problem diagnosis, determination and analysis.
Recording and tracking reported issues using SalesForce.com through issue resolution.
Conduct follow-up activities with customers to ensure all problems are resolved to the client's satisfaction and according to Service Level Agreements.
Keeping the customer current with issue status and managing  expectations
Update CRM system with new or changing customer profile information as required.
Assisting with product testing and implementation activities.

Key Interfaces: Product Development, Product Management, Services

Requirements

The successful candidate will possess the following skill sets:

Excellent communication skills – written, spoken & presentation
Ability to multitask – manage multiple customer issues in parallel 
Technology adept – comfortable with web based systems, MS Office, databases and social networking applications.
Minimum 1 year experience in working in a software support capacity
Retail or merchandising experience

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