SUMMARY :
Under general supervision, the Customer Support Specialist provides pre- and post-sales
technical expertise to external and internal customers for a product or product group
to promote customer satisfaction and sales growth.
JOB DUTIES :
- Provides technical support for products and their applications by telephone, web assistance to resolve the customer’s issues.
- Research customers technical specifications and generate a bill of materials for
modifying, configuring, and installing products or solutions.
Designs solutions in accordance with customer specifications, integrating multiple
manufacturers' products, as well as offering additional product and solution
recommendations to increase sales.
Collaborates with internal resources to identify and pursue business development
opportunities to increase sales and promote solutions.
Promotes manufacturers' products, solutions, and processes within target markets, which
may include utilizing manufacturer-provided information to develop marketing materials
such as flyers, presentations and product demonstrations.
May deliver presentations and product demonstrations to customers and sales
representatives for promotions and training purposes. (In-Person / Online)
May develop new solutions, ideas and offerings to actively pursue business development
and sales opportunities, which involves identifying target customers and products,
creating corresponding promotional materials, developing sales plans and strategies and
tracking performance.
Addresses and resolves customer issues in product usage as required. Resolves and
troubleshoots implementation problems and assists with initial user training as required.
Performs other duties as assigned.
EDUCATION & EXPERIENCE :
Typically requires a bachelor’s degree in Engineering, Business or a related field and zero
to two (2) years of related experience or an equivalent combination required.
KNOWLEDGE, SKILLS, ABILITIES :
- Understanding of products, suppliers and key vendors.
- Knowledge of applicable software and programming technology.
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