Job Description

We want to hear from you if you are passionate about helping customers and providing exceptional technical support!

As a Technical Product Support Specialist on our Customer Success Team, your primary goal will be to ensure that every user has a positive experience with our products. This role centers around offering technical product support, troubleshooting issues, and assisting customers in maximizing the benefits of our products.

In this position, you will communicate and document customer issues, troubleshoot and test products, and provide support through email, phone, and video calls.

This exciting and dynamic role is crucial to our company’s success. We take pride in making every customer feel valued, supported, and satisfied! Join us!

**This role is full-time, on-site in Petaluma, CA**

Responsibilities:

• Achieve expert working knowledge of our products. You will be the first stop point for troubleshooting and must know how to use our products (don't worry - we will train you 😀)
• Troubleshoot reported problems and get a full understanding of what the customer is asking for and why.
• Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base.
• Respond to the user as quickly and thoroughly as possible and communicate to them that you are working on their behalf to address the issue(s).
• Identify process improvements and other product features to reduce the number of customer inquiries.
• Increase overall customer satisfaction by meeting and exceeding customer support standards and service levels.
• Just be awesome and flexible.

Requirements:

• Minimum of 2 years working in a Product Support or Customer Service role.
• Not afraid of taking an unhappy customer and turning them into a happy one.
• Strong analytical and critical thinking skills.
• Able to work independently or in a team.
• Strong organizational skills.
• Ability to communicate professionally and effectively in person, on the phone, electronically, or by other means to individuals and groups.
• Ability to learn new products, concepts, and eagerness to explore new technology.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Attention to detail and accuracy in all work tasks.

Why Should You Apply?

At Digilock, you will have the chance to work with great people on exciting projects. Part of being in a growing company is that change is constant. We embrace change and aim to innovate with passion. This is what drives us and our company forward.

We provide a competitive salary and benefits package. Highlights of our current benefits package include Medical, Dental/Vision, Long-Term Disability, Life Insurance, 401K Match up to 4%, AFLAC, Wellness Program Reimbursement, PTO, and a generous holiday schedule with pay. We provide food and snacks throughout the week in our fully stocked kitchens/breakrooms and have company outings.

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