Job Details
**Product Support Specialist**
**Product Support | Portland, OR | Full Time | From $20.00 to $24.00 per hour**
Job Description Blue Volt was founded in 2002, and we are celebrating 20 years! Headquartered in Portland, Oregon, BlueVolt is a *pioneer* in the eLearning industry. BlueVolts training solutions help many organizations increase sales, build brand awareness, and enhance employee knowledge. Along with its learning management system (LMS) and channel learning and readiness (CLR) SaaS platform, the company offers a range of client-focused services, including course and curriculum development, strategic support, business intelligence, and unique channel-training innovations.
BlueVolt believes relationships always matter and that people desire to grow their skills. When that happens, companies also increase, and communities thrive.
BlueVolt has helped organizations, employees, and partners build knowledge to drive personal and professional growth to develop stronger relationships.
**Responsibilities:**
* **Position Summary****:** The Product Support Specialist is often the first and most memorable experience a BlueVolt customer has with our company. Youll use your enthusiastic and professional attitude, along with thorough product knowledge, to help our customers achieve their learning goals. Youll answer phone and email inquiries for learner users and assist with the support of our administrative customers. In addition, youll ensure high-quality standards and work with the entire BlueVolt team to improve our customers experience.
**Requirements:**
* **Essential Duties and Responsibilities****:** To perform this job successfully, an individual must complete the following satisfactorily; other duties may be assigned. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.
+ A tier 1 or 2 help desk support for problems and service requests related to hardware, software, connectivity, and application support.
+ Handle incoming requests from clients end-users in a professional, prompt, and thorough manner.
+ Gather customer information efficiently to fulfill customer needs, educate the customer where applicable to prevent future contacts, and document interactions through the online ticketing system.
+ Provide quality service and support in various areas, including, but not limited to, system troubleshooting, product selection, and billing.
+ Troubleshoot customer issues through email and over the phone.
+ Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both customer and company.
+ Evaluate and identify opportunities to drive process improvements that continue to impact the customer experience positively.
+ Acquire and maintain current knowledge of relevant product/service offerings and support policies to provide technically accurate customer solutions.
+ Facilitate closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
+ Escalate issues, as appropriate, to Tier 2 or 3 support for optimum problem resolution.
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Competencies:
* **Adaptability** - Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.
* **Communications** - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and opinions verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
* **Cooperation** - Displays positive outlook and pleasant manner. Establishes and maintains effective relations. Exhibits tact and consideration. Offers assistance and support to co-workers. Works actively to resolve conflicts. Works cooperatively in group situations.
* **Customer Service** - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
* **Dependability** - Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
* **Problem Solving** - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in the early stages. Works well in group problem-solving situations.
Requirements
College degree or equivalent professional experience in a call center or help desk environment. If you have technical support experience we need that as well.
**Computer Skills:**
* Strong working knowledge of PC-based internet and software applications
* Proficiency with Microsoft Office
* Knowledge of technical support issues related to Internet connectivity on multiple platforms (Windows, Macintosh, mobile) and browsers (Internet Explorer, Mozilla Firefox, Google Chrome, etc.) is strongly desired
**Perks:**
* Generous PTO, medical dental and vision, life insurance, Simple IRA, community charities, EAP, employee marketplace Training and development to name a few