Job Details
** Product Support Specialist II**
**Job Category****:** Professionals Level 6 **Requisition Number****:** PRODU001182 Showing 1 location **Job Details**
**Description**
This position is a focal point for receiving, handling, resolving and recording customer inquiries. Customer inquiries include but are not limited to installation and configuration of the Sun Nuclear software/hardware products, troubleshooting performance issues, and general inquiries regarding Sun Nuclear products and processes.
**Major Responsibilities/Functions:**
* Provide a focal point for the resolution of customer problems and assist customers in understanding the product manuals
* Receive customer communications, record customer issues, research the reported problem, examine pertinent information to determine accuracy of customer reports and source of errors
* Use all available Support Operations tools to document all the support activities, such as CRM (SalesForce), NCM, Visual Manufacturer, Knowdledge Database, Support website
* Gather configuration information and files required to resolve physics related products
* Follow up with each customer support case promptly until a reasonable solution is provided
* Provide suggestions for process and product improvement to maintain customer satisfaction
* Respond to the customer complaints with a working resolution within a reasonable time period
* Participate in trouble shooting and validate product tests as required
* Develop an overall working knowledge of the entire product line
* Escalate the complex issues to higher tier of expertise in Support Operations
* Attend professional conferences as needed
* Other duties as assigned
**Specialized Requirements:**
* Working knowledge of web based tools used for remote connectivity such as GoToAssist
* Good oral and written communication skills with the ability to maintain positive disposition during customer interaction
* Excellent telephone communication skills.
* High level of professionalism and high tolerance of stress.
* Solid working knowledge of Microsoft Office Suite.
* Must be able to possess a team approach and maintain a positive attitude.
* Excellent PC skills.
**Academic Requirements:**
* BA/BS in a Science or Technology discipline
* 2 years of work experience preferred
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Required**
Bachelors or better.
**Experience**
**Licenses & Certifications**