Product Support Specialist

Akkodis is partnering with a leader in fields ranging from particle analysis, industrial woven wire, and filtration to architectural mesh, and they're looking to hire a Product Support Specialist to join their local team (Mentor, OH). You will be the first point of contact for customers seeking technical assistance over the phone, email, or live chat while ensuring a high level of customer satisfaction, training, and support.DutiesProvide exceptional customer service by responding to inquiries and resolving technical issuesDiagnose technical issues, offer step-by-step guidance, and provide solutions based on customer needs and product capabilities.Maintain a deep understanding of the company's products and services to address customer inquiries and problems effectively.Create, maintain, and update knowledge-based, articles, FAQ's user guides, and troubleshooting documents.Collaborate with internal teams (engineering and product management) to escalate unresolved issues and ensure timely resolution.Education and Qualification of our Sales Partner Network. Must be able to understand and explain particles in the bulk process environment.Collect customer feedback on product performance and user experience and communicate insights to product development and improvement teams.Travel to clients' trade shows to educate prospective customers and vendors (approximately 30% travel). RequirementsStrong commitment to providing excellent customer service with a focus on empathy, patience, and clarity in communication.Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.Proactive approach to identifying problems, troubleshooting issues, and implementing effective solutions.Ability to manage multiple tasks and prioritize customer inquiries in a fast-paced environment.Strong team player who can work collaboratively across departments.Ability to work independently, also as part of a team in a fast-paced environment.Education: Bachelor's degree in engineering or equivalent in laboratory work experience.Office Based, may require flexible hours, including evenings or weekends, to support customers in different time zones.Client is not open to C2C partnership at this time.Equal Opportunity Employer/Veterans/DisabledBenefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:· The California Fair Chance Act· Los Angeles City Fair Chance Ordinance· Los Angeles County Fair Chance Ordinance for Employers· San Francisco Fair Chance Ordinance

Created: 2025-01-23