Product Support Representative (Remote opportunity)
Core
Resolve entry- to moderate-level product-related issues for end users, landscape professionals, dealerships, and retailers while coordinating goodwill solutions and maintaining technical documentation.
Role type
Product Support Representative
Builds
Internal knowledge base, parts manuals, service documents, and IPLs for outdoor power equipment
Domain
Outdoor power equipment / Lawn and garden machinery
Required skills
Customer service, technical product knowledge, parts identification, warranty processing, cross-functional coordination, Microsoft Office Suite, CRM platforms
Preferred skills
Associate's Degree, experience with legacy parts systems (Parts Smart, PDF, Legacy, old gravely), familiarity with service and owner's manuals
Technologies
Microsoft Office Suite, CRM platforms, DMRT, Parts Smart, PDF, Legacy, old gravely
Responsibilities
Create and maintain internal Knowledge Base content; perform advanced product part fitment and identification; enter parts orders; support consumer and dealer product issues including troubleshooting and diagnostics; process warranty approvals and goodwill claims; create parts manuals and IPLs from Tech Pubs documents; escalate entry-level consumer issues; assist other customer service teams with technical knowledge.
Seniority
Mid-level, hands-on IC