Job Description

Job title: Product Support Specialist

Location: Montvale, NJ onsite 4 days and then Friday remote

Duration: long term contract/ongoing

Responsibilities:

• Working with our software production team to add detailed service-related documentation and videos to the Sharp developed device management program (MICAS).
• Become familiar with our cloud-based products and to assist our customers with support (Synappx ).
• Provide training to dealers through live demonstrations.
• Experience in Quality Assurance and Software Testing
• Work with team to test new versions of software.
• Responsible for staying current on product knowledge and software used for development and project creation.
• Collaborate with development teams.
• Interface with internal members of Media Systems Group & Technology Systems Group.
• Collaborate with Marketing, Product Planning, and other internal groups as well as outside agencies to facilitate Media Systems Group directives.
• Interface with internal and external customers to answer customer and troubleshoot problems.

Qualifications:

• The ideal candidate will have a degree in Computer Science, Electrical Engineering Technology or five year's equivalent experience.
• 2+ years of experience as a MFP Field Technician preferred.
• Technical knowledge of copiers, professional displays or software and solutions is preferred.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Review customer or client accounts, providing updates and information about, shipping and, warranties.
• Collaborate with other call center professionals to improve customer service.
• Self-motivated person with strong creative writing, technical writing, editing, and proofing skills. Ability to edit and proofread content created by other individuals, as well as their own work.
• Ability to gather and assimilate resources from a variety of sources (i.e., Internet, marketing materials, technical guides) to create curriculum content.
• Knowledge of MS Office 365.
• Ability to multi-task effectively. The workday and assignments will change frequently depending on internal and external customer needs.

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