Technical Product Support Analyst
Core
Providing product support and training to distributors and suppliers on electronic and digital products to help them grow businesses.
Role type
Technical Product Support Analyst
Builds
ESP and ESP+ platforms (Web, CRM, Orders, Mobile, Websites)
Domain
Promotional products industry (branding and marketing)
Deliverable
client delivery
Required skills
troubleshooting, data entry, financial software (QuickBooks), search tools navigation, verbal guidance, first-contact resolution, issue escalation
Preferred skills
technical school certification, bilingual skills
Technologies
QuickBooks, ESP, ESP+, CRM, Web platforms, Mobile apps
Responsibilities
Responding to incoming telephone calls, chats, and email inquiries; troubleshooting member issues; promoting self-service materials; offering comprehensive training and guidance on new and existing products; verbally walking members through product usage; prioritizing inquiries to attain first-contact resolution; handling escalated issues; identifying demand for new product features and submitting recommendations.
Seniority
Mid-level IC