What are the responsibilities and job description for the Product Support Specialist position at PROSOCO, Inc.?
Job Type
Full-time
Description
JOB SUMMARY
The Product Support Specialist delivers high-caliber service and technical expertise to a diverse network, including customers, independent reps, engineers, architects, distributors, and internal sales teams. This role acts as a critical knowledge resource for technical product data, pricing, and logistics, while proactively resolving complex order challenges and customer grievances.
Essential Functions
This position has no direct reports.
Requirements
KNOWLEDGE, SKILLS & ABILITIES
Computer literate with knowledge of all Microsoft Office Suite
Customer Relationship Management (CRM) Software: Salesforce
Enterprise Resource Planning (ERP) System: Datacor
Microsoft Outlook
Fax Software
Instant Messaging
Video conferencing software – Teams, Zoom
EDUCATION - CERTIFICATION
Two-three years’ previous experience in customer service. Bi-lingual a plus. Some college preferred.
Full-time
Description
JOB SUMMARY
The Product Support Specialist delivers high-caliber service and technical expertise to a diverse network, including customers, independent reps, engineers, architects, distributors, and internal sales teams. This role acts as a critical knowledge resource for technical product data, pricing, and logistics, while proactively resolving complex order challenges and customer grievances.
Essential Functions
- Order entry and processing.
- Update CRM and ERP with current information and customer preferences.
- Educate customers via phone and email regarding product features, usage guidelines and safety protocols.
- Recommend complementary products based on individual client needs.
- Resolve conflicts and negotiate with others for optimal resolution.
- Complete all assigned training courses.
- Contribute to a safe and environmentally secure work environment for yourself, your coworkers, and our customers by following established safety procedures.
- Perform other duties as assigned, if qualified, to meet business demands.
This position has no direct reports.
Requirements
KNOWLEDGE, SKILLS & ABILITIES
- Strong customer service skills.
- Strong accountability and follow-through.
- Strong organizational and time-management skills.
- Attention-to-detail. Maintain high standards of accuracy in all deliverables.
- Establishing and maintaining successful relationships internally and externally.
- Ability to learn and retain product specific information for ease in communicating features and benefits to others.
- Ability to overcome resistance to change, adapt to change, and lead change.
- Ability to give and receive constructive feedback.
- Strong analytical, problem-solving and decision-making skills.
- The ability to present and communicate information clearly both verbally and in writing.
- Digital dexterity and hand/eye coordination in operation of office equipment.
- Ability to speak to and hear customers and/or employees via phone and in person.
- Ability to be deskbound most of the day.
- Job operates in a professional climate-controlled office.
- Job is sedentary – sitting most of the time, may involve walking or standing for brief periods of time.
- This role routinely uses standard office equipment such as phones, computers, photocopiers, scanners, fax machines.
Computer literate with knowledge of all Microsoft Office Suite
Customer Relationship Management (CRM) Software: Salesforce
Enterprise Resource Planning (ERP) System: Datacor
Microsoft Outlook
Fax Software
Instant Messaging
Video conferencing software – Teams, Zoom
EDUCATION - CERTIFICATION
Two-three years’ previous experience in customer service. Bi-lingual a plus. Some college preferred.