Job Description
NOCO is seeking a Product and Customer Support Specialist responsible for educating, troubleshooting, and resolving technical problems regarding NOCO products for our worldwide customer base. You will provide manufacturer answers and feedback in as close to real-time as possible via inquiries from our website chat feature, emails, and phone calls. Additionally, you will reduce negative reviews, convert negative customer experiences into positive ones through solid customer service, and maintain a positive public presence for the company. NOCO designs and makes a suite of best-in-class products and strives to provide first-class customer service to match. This individual will work from a home office using their own equipment.
Key Responsibilities:
· Become a NOCO product expert in providing first-class customer support.
· Answer and respond to incoming emails, live chat, and phone support requests.
· Accurately document support cases in the tracking system.
· Evaluate and prioritize incoming support requests.
· Follow up on support cases and provide a fantastic customer experience.
· Increase customer satisfaction and deepen customer relationships.
· Effectively work with other departments of the company in different time zones.
Required Candidate Qualifications:
· 2+ years of technical and customer support experience for a physical product, not a service.
· Quiet home office space with reliable internet/hotspot access and computer setup.
· Competency in self-diagnosing computer/internet connectivity issues to minimize downtime.
· Must reside in Ohio.
· Familiarity with Google Docs/Sheets/Slides and Microsoft Office.
· Advanced computer skills and computer navigation.
· Advanced skills utilizing search features and engines (Google/Slack archives/Google Docs/etc.)
Candidate Characteristics:
· Analytical problem-solving skills to understand and self-diagnose an issue quickly without relying on a script.
· Strong self-management skills when working remotely.
· Ability to be a team player and communicate effectively.
· Excellent customer service skills and patience.
· Telephone courtesy and good communication skills.
· Ability to calmly and effectively de-escalate difficult customer situations in live chat and on phones.
· A positive outlook on life and a strong work ethic.
· Dedicated and self-driven.
Company Description
Established in 1914, The NOCO Company designs and creates premium battery chargers, jump starters, batteries, and a wide range of related products and accessories. Through these world-class offerings, NOCO sets the standard in design, performance, and safety.
Established in 1914, The NOCO Company designs and creates premium battery chargers, jump starters, batteries, and a wide range of related products and accessories. Through these world-class offerings, NOCO sets the standard in design, performance, and safety.
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