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What is JavaScript?

JavaScript is like the magic behind making websites interactive. Basically, it makes Epicareer more enjoyable and engaging.
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  4. Click Websites.
  5. On the left, click Content Blockers.
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Visit Site here
  1. Go to Settings.
  2. Click Advanced in the left sidebar, and click Privacy & security.
  3. Under Privacy and security, click Site settings.
  4. Click JavaScript.
  5. At the top, turn on or off Allowed (recommended).
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Jobs or company...

Product Support Engineer

Salary undisclosed

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Education & Experience Required:

- Preferred college or university degree, technical certification and/or equivalent experience.

- At least 2 years of experience in product service support, application support, or equivalent support work.

Technical Skills (Required)

- Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.

- Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of others as needed

- This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.

- Experience with the use of Salesforce, specifically for Customer Relationship Management

- Experience in Contact Center Operations, specifically related to customer experience and/or customer support

- Vendor Management experience

Soft Skills (Required)

- Strong planning and communication skills

- Strong critical thinking/problem solving skills

- Excellent customer service mentality.

- Strong attention to detail

- Initiative and/or independent problem solving

Major Purpose:

The Product Support Analyst is responsible for monitoring overall performance of assigned digital products/applications and handling customer issues through resolution. This position will serve as the Product Support/Subject Matter Expert for an assigned client Digital eCommerce Workstream.

This particular client''s Digital eCommerce workstream is responsible for the following products/applications:

• Solar (Solar Turbines | Powering the Future)

• SDSO (Single Digital Support Option)

• Home & Outdoor Power

• Switchboard referrals via corporate contact center (employment, donations/sponsorships, dealer locations)

Position’s Contributions to Work Group:

- Serves as an eCommerce workstream Product expert / Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream

- Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Client for every interaction.

- Triage / Troubleshooting – also support to Tier 1 Supplier agents

- Tactical – Timely resolution and follow-up with customer & dealers

- Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.

- Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.

- Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.

- Manages hand-ups/escalation paths in support of daily operations.

- Manages requests to the urgency defined by our service level agreements.

- Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.

- Supports continuous improvement efforts.

- Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.

- Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.

- Support Digital Product training for CSRs

- Supports the development and maintenance of Business Rules

- Validate and create process maps

- Provides input to digital product and application support teams.

- Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

- Employee is also responsible for performing other job duties as assigned by Client management from

- time to time.

Interaction with team:

- Team consists of 8 folks on the immediate team, working with primarily supplier tier 1 support/support agents ( 50 people)

- Working internally with various client Depts.

Work environment:

Hybrid work model ( 1x in office as of now)

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