Product & Technical Support Specialist
Masonite
761 reviews
-
Tampa, FL 33605
Masonite
761 reviews
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Lead product support activities to maximize opportunities around the Power and Connected Door in support of our “Doors that do More” strategic pillar. The Product and Technical Support Specialist will assist in the creation and development of a customer service platform for consumers and contractors.
• Support Order Placement: Ability to answer technical inquires on product and platform. Facilitate the order entry process, manage any changes requests, order fulfillment to delivery across multiple customers/channels.
• Tier I Support of Physical/Digital Power and Connected Program: Ability to answer technical questions from contractors and homeowners in an easy to understand way. Ability to triage and offer product support to a homeowner or contractor across physical and digital platform escalating to tiers 2 and 3 support contacts as needed while ensuring resolution.
• Management of Field Services: As part of the Powered and Connected team, assess if field services are required. Manage third service support, creation of the field service tickets and manage process through issue resolution.
• Warranty Registration: Facilitate and manage new consumer warranty registration process.
Education
• Associate degree or higher preferred
Experience
• 5-10+ years of customer service, with Product knowledge as it relates to the Building Material/Door and software/hardware industries
• Excellent consulting, problem solving, and analytical skills- communication directly with consumers and installers.
• Flexibility in competently juggling competing priorities and changing expectations with ability to work independently and effectively in a fast-paced team environment.
• Excellent phone and written communication skills.
• Excellent PC skills including Microsoft Office and AS400.
• Strong ability to multi-task while maintaining a high level of attention to detail.
• Organizational and Time Management skills with the ability to maintain detailed records.
• Ability to establish and continually develop professional relationships with customers and other functions within the organization.
• Must demonstrate outstanding judgment and mature business skills with the ability to cultivate a team environment across a matrix organization
Certifications/Designations
• Technical certifications as appropriate
Open to extraordinary!
Job Type: Full-time
Schedule:
• Monday to Friday
Work authorization:
• United States (Required)