Product Support Specialist Tripp Lite
Chicago, IL

Job Description

Tripp Lite a leading provider of power protection products is looking for Technical Product Support Specialists with strong customer service skills and a technical aptitude to assist our customers via phone, email and chat. This position will appeal to you if you are a Customer Service Professional with strong attention to detail, computer skills and a multi-tasker who loves interacting with clients and providing exceptional customer service! The position identifies, researches, and resolves issues on a variety of technical issues relating the various Tripp Lite products. The ideal candidate will have excellent communication skills and thrive in a team environment while still possessing initiative and drive.

Calls range from basic and routine to moderately complex requiring long term troubleshooting and follow-up. The Technical Product Support Representative will respond to customer inquiries by following troubleshooting steps, referring to published materials, secondary sources, or seeking assistance from senior staff. Candidates must keep detailed records of inquiries, complaints, and comments, as well as actions taken using various technologies available. Technical aptitude is essential.

Job responsibilities:

* Provide post-sales technical support to customers including troubleshooting, investigating, and resolving technical problems that arise during and after product installation
* Respond to routine inquiries from customers about the technical aspects of our products and services
* Monitor and resolve recurring more complex problems to ensure ongoing customer satisfaction
* Accurately document service request activities and troubleshooting steps
* Troubleshooting that will require hands-on work
* Will service different clients every day
* Process a high number of phones calls and/or emails
* Shows initiative and strong desire to grow

Required Qualifications:

* Minimum 1 year customer service experience, Technical service is a Plus
* Ability to read and write clear and understandable
* Good problem solving & decision making skills
* Strong Organizational skills
* Ability to handle multiple tasks at a time
* Basic proficiency with Windows operating system
* Basic proficiency with Microsoft Office
* Exhibits patience when assisting non-technical clients
* Candidates must be service oriented, self-confident, and dependable
* Skills to question and assess customer's situation and needs
* High School Diploma or GED

Not Necessary but a Plus:

* Electronics or Military Electronics Training a plus
* Familiarity with electrical/electronic test equipment and fundamentals
* Some Computer Science or Information Technology Class Study
* Knowledge of Microsoft Operating systems and applications
* Knowledge of Linux operating systems