Product Support Specialist

Overview:

Henry company, a Carlisle Weatherproofing Technologies Brand, has an exciting opportunity for a Product Support Specialist to join the Residential & Light Commercial team. Use your enthusiastic and professional attitude, along with thorough product knowledge, to help our existing and potential customers, including their end-users.  Respond to e-mail inquiries and answer phone calls, you ensure high quality standards and work across the business to improve our customers' experience of our products and service. Ensure the customer has a positive experience through demonstrating care and attention to detail. 

Essential duties (The following are among the essential and ongoing tasks and responsibilities of the position.) 

• Handle incoming requests from consumers, contractors, architects, and distributors in a professional, prompt and thorough manner;
• Acquire and maintain current knowledge of Retail, Residential, and Commercial product systems, new product launches, system capabilities and support policies to provide technically accurate solutions to customers;
• Assist customers with product information and promptly resolve complaints, application issues, and product usage requests;
• Coach and train customers on proper usage and educate the customer where applicable to prevent the need for future contacts;
• Troubleshoot suspected issues and product complaints. Initiate product investigations & resolutions;
• Facilitate closure to service requests as well as product complaint investigations/resolutions while meeting or exceeding defined service level expectations; Gather customer information efficiently;
• Work with Sales, Product Technical, Warranty, and Quality teams to successfully identify and eliminate customer issues and pain points;
• Document interactions and provide statistics on daily customer interactions;
• Maintain the FAQ's, guides and tutorials required for product support;
• Maintain a professional workspace and workflow;
• Facilitate a positive overall customer experience.

Position requirements 

• Three or more years of related experience (i.e. Having worked in Product / Manufacturing in the past including significant time interacting with customers);
• Ability to communicate in a confident manner with customers that have support needs;
• Must be a tenacious problem solver;
• Excellent interpersonal, listening, communication and problem solving skills with attention to detail;
• Ability to work independently under minimal supervision;
• Proficient in MS Outlook and CRM software.