What are the responsibilities and job description for the Product Support Technician position at keycentrix™?
Overview
Brief Description
At Keycentrix, our Product Support Technicians are the front line of customer satisfaction. Your mission is to deliver an exceptional experience for every customer by providing expert assistance, fostering trust, and building long-term relationships.
You’ll serve as a knowledgeable and professional resource, guiding customers with patience, empathy, and technical expertise. Through clear communication and a positive attitude, you’ll help customers solve problems, learn our products, and feel confident in their partnership with us.
Requirements
Key Responsibilities
Keycentrix is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex, sexual orientation, gender, gender identity,, national origin, disability, age, or any other category protected by law.
Brief Description
At Keycentrix, our Product Support Technicians are the front line of customer satisfaction. Your mission is to deliver an exceptional experience for every customer by providing expert assistance, fostering trust, and building long-term relationships.
You’ll serve as a knowledgeable and professional resource, guiding customers with patience, empathy, and technical expertise. Through clear communication and a positive attitude, you’ll help customers solve problems, learn our products, and feel confident in their partnership with us.
Requirements
Key Responsibilities
- Provide responsive and professional support to customers using Keycentrix products.
- Troubleshoot and resolve software and hardware issues with accuracy and attention to detail.
- Maintain ongoing relationships with customers through effective communication and follow-up via the Support Desk.
- Demonstrate expert product knowledge and deliver actionable guidance to enhance customer success and loyalty.
- Document all customer interactions and resolutions thoroughly and accurately.
- Collaborate with internal teams to escalate and resolve complex issues efficiently.
- Identify opportunities to improve support processes and enhance customer care.
- Participate in the on-call support rotation as assigned.
- Strong technical aptitude and proficiency with computers, software, and technology.
- Excellent verbal and written communication skills.
- Proven ability to diagnose, analyze, and resolve problems efficiently.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
- Demonstrated dependability, consistency, and follow-through in prior roles.
- Team-oriented mindset with a positive, professional demeanor.
- Ability to stay calm, patient, and solution-focused under pressure.
- High school diploma or GED required.
- Pharmacy technician experience is highly desirable and a strong plus.
- Ability to communicate clearly and effectively.
- Strong concentration, attention to detail, and time-management skills.
- Comfortable working at a computer for extended periods.
Keycentrix is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex, sexual orientation, gender, gender identity,, national origin, disability, age, or any other category protected by law.