Product Support Representative I
On-siteNewberg, Oregon, United States
Newberg, Oregon, United StatesOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Provide product and technical support for domestic customers, managing inquiries, order processing, and configuration for past, present, and expired core equipment, dental furniture, and digitally connected products. Troubleshoot and resolve technical issues via phone and email, conducting root cause analysis on service or product defects while reporting necessary details for timely resolution. Assist customers with generating quotes, understanding policies, and addressing concerns to ensure seamless experiences, actively listening to needs and following up to confirm full issue resolution.
Required Qualifications
- 1-3 years of recent customer service experience
- Ability to manage customer inquiries and issues professionally and efficiently
- Experience in managing customer interactions through various communication channels
- Ability to consistently deliver exceptional customer experiences
- History of effectively resolving customer concerns
- Ability to provide accurate information
- Ability to ensure timely follow-up
- Ability to enhance overall customer satisfaction
- Ability to complete all necessary training at the Newberg campus as required
- Background check and screen for the illegal use of drugs
Desired Qualifications
- Intermediate technical and problem-solving skills in pneumatic, hydraulic, electrical, and basic knowledge of network connectivity
- Intermediate interpersonal and communication skills
- Collaborative team player with a positive attitude
- Agile and adaptable to change in a fast-paced environment
- Basic product knowledge and understanding of related policies
- Ability to make informed decisions quickly and effectively
- Exhibits intermediate verbal and written communication skills
- Working knowledge of Microsoft Office Suite (Outlook, Word, Excel)
- General knowledge of enterprise resource planning (ERP) and customer relationship management (CRM)
- Preferred experience in technical and mechanical troubleshooting
- Hands-on experience with product configurations
- Conducting root cause analysis
- Effectively utilizing diagnostic tools and resources
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