End-User Support Technical Specialist

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an End-User Support Technical Specialist based in the United States.** This role provides technical and customer support to end users across a range of consumer products, digital tools, and online services. You will troubleshoot product and technology issues while delivering clear, empathetic guidance through phone, email, and chat. The position combines Level 2 technical support, customer service, e-commerce assistance, and repair-service coordination. You will also help improve self-service resources and ensure customers can effectively use digital support tools. Success in this role requires strong communication, analytical thinking, and the ability to remain composed when handling complex or challenging customer situations. You will join a collaborative environment that values adaptability, continuous learning, inclusion, and high-quality customer experiences. ### Accountabilities - Provide Level 2 post-sales technical support to end users across a range of consumer products and digital services. - Handle escalations originating from self-service resources, including FAQs, troubleshooting guides, and online help tools. - Diagnose technical and product-related issues and provide clear, step-by-step solutions through phone, email, and chat. - Support customers throughout the repair-service process, ensuring timely and professional communication. - Assist customers with self-service platforms, including repair portals, online stores, and other digital support tools. - Provide assistance with web sales order placement and direct online sales processes. - Handle customer complaints and challenging interactions with professionalism, diplomacy, and tact. - Develop and contribute to self-help content to improve the customer experience and reduce avoidable support requests. - Maintain up-to-date knowledge of products, features, technologies, and product updates using available internal resources. - Apply strong knowledge of consumer products and Bluetooth technologies to troubleshoot customer issues effectively. - Support customers with e-commerce solutions and online purchasing journeys. - Contribute to the achievement of relevant customer service and performance KPIs. - Maintain accurate customer and case information through strong data-entry and documentation practices. - Work collaboratively with colleagues and provide support to the wider team when required. - Adapt to organizational, process, and technology changes while actively supporting continuous improvement. - Build trusted relationships with customers and colleagues by consistently demonstrating professionalism and reliability. - Take on assignments that broaden technical and functional expertise and actively seek opportunities to develop new skills. - Identify situations where processes or ways of working need to evolve and contribute constructively to implementing change. ## Requirements - Bachelor's degree preferred, or an equivalent combination of education and relevant professional experience. - **1–3 years of customer service experience**, preferably in a technical support, consumer products, e-commerce, or technology-focused environment. - Strong knowledge of personal computers and proficiency with **Microsoft Office**; experience with JD Edwards is a plus. - Strong technical troubleshooting and analytical capabilities, with the ability to diagnose issues and identify practical solutions. - Excellent verbal and written communication skills, including confident and professional telephone communication. - Exceptional customer-service orientation and the ability to manage difficult or dissatisfied customers with patience, diplomacy, and tact. - Strong interpersonal and relationship-building skills, including the ability to work effectively with people from diverse cultural backgrounds. - Accurate data-entry skills and a strong attention to detail. - Excellent organization, prioritization, follow-through, and time-management abilities. - Ability to quickly learn and confidently navigate new systems, applications, products, and support tools. - Ability to understand and apply departmental policies, procedures, and applicable rules and regulations. - Results-oriented mindset with a strong sense of personal accountability and commitment to meeting or exceeding performance targets. - Self-directed, proactive, and comfortable taking initiative when solving problems or identifying opportunities for improvement. - Ability to work independently while also contributing positively to a collaborative team environment. - Ability to manage multiple assignments, meet deadlines, and remain effective in a fast-paced environment. - Interest in consumer technology and familiarity with **Bluetooth technologies and e-commerce solutions** is preferred. - Willingness to learn, develop new expertise, accept changing responsibilities, and take on assignments that expand capabilities. ## Benefits - **$60,000–$70,000 annual base salary**, with eligibility for a bonus. - Compensation determined based on skills, experience, and geographic location. - Medical, dental, and vision insurance. - Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts. - Telehealth options. - 401(k) plan with company matching. - Company-paid life and AD&D insurance, with additional supplemental coverage available. - Company-paid short- and long-term disability coverage, with buy-up options. - Accident and hospital indemnity coverage. - Legal and identity-theft assistance. - Paid time off, floating Diversity Day, and paid holidays. - Paid parental bonding leave. - Employee Assistance Program, including 24/7 mental health support and counseling resources. - Internal career development and advancement opportunities. - Tuition reimbursement. - Hearing aid discounts for employees and eligible family members. - Internal employee recognition platform. - Diversity and inclusion initiatives, including employee resource groups and a dedicated D&I council. - Flexible working conditions within a modern, collaborative work environment. - Opportunities for ongoing training, professional development, and expanded responsibilities.