Product Support Specialist I

Requisition #: 20862Functional Area: Client ServiceEmployment Type: Full-TimeWork Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh area #LI-HybridWork Hours: Monday - Friday, 9:30 a.m. - 6 p.m.Position SummaryJ. J. Keller is seeking a Technical Support Specialist to join our Technology Solutions team. For more than 70 years, J. J. Keller has partnered with over 90% of Fortune 1000 companies, delivering trusted solutions and expert insights that help create safer workplaces and simplify the complexities of compliance. With more than 7 million employers nationwide, the demand for our expertise continues to grow.In this role, the Product Support Specialist provides high-quality support to both external and internal clients for our cloud-based applications and hardware solutions. Responsibilities include troubleshooting and resolving reported issues, documenting all support interactions, and assisting internal teams as needed.Training lasts approximately one month and is scheduled Monday-Friday from 8:00 a.m. to 4:30 p.m. Upon successful completion of training, the schedule shifts to Monday-Friday from 9:30 a.m. to 6:00 p.m. This position also offers a hybrid work arrangement-at least three days in the office and two days from home-once training is complete.Job ResponsibilitiesProvides client support for any Technology Solutions products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc.Provides guidance to customers on the use of software applications and hardware devices.Independently analyzes and resolves support issues in line with knowledge level. Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.