General Responsibilities/Role Overview: 

Provide enhanced product technical support to customers and Customer Service Representatives. Liaison with Customer Service, Inventory/Parts and Repair areas to facilitate communication on inventory availability and product troubleshooting issues.
Specific Responsibilities:

• Become an expert in Bio Bidet products and usage related issues to effectively instruct for resolution. Acquire and communicate product information to consumers and internal teams.
• Handle escalated customer technical support calls from Customer Service Reps for issues that are beyond the available technical support materials and require additional attention. 
• Provide courteous, professional and prompt service to resolve product or service problems by clarifying the consumer's complaint; determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution.
• Record and document all consumer communications in CRM for tracking and incident reporting. Ensure professional and accurate verbal and written communication as measured by grammar, clarity, and completeness. 
• Empowered to authorize product replacements and reasonable accommodations for other agents.
• Build/edit troubleshooting guides and take ownership of training Customer Service Reps on any new updates. 
• Communicate quality issues and collaborate with Quality Control, Marketing and other internal personnel. 
• Provide back-up order processing support when needed.
• Other duties as assigned.