Technical Product Support Specialist - Zoro
Company Overview
ZORO is the proud distributer of over 2 million unique products! We are looking for passionate, driven people who want to join a high energy, customer obsessed team!
Position Description
Working closely with our customers and our Customer Service team, this role strives to promote increased customer satisfaction and increased sales while reducing product liability and returns by providing world-class technical product support. Whether it be creating a tracking tool for product support calls and topics, supporting our ever-growing Customer Service team (over 80 agents today), or creating more than 40 online product tips to support our customers, our Technical Product Information Specialists make sure Zoro's customers are as informed as possible about our products!
Principal Responsibilities:
- Assist with answering high volumes of customer inquiries such as pre-sale selection of items, post-sale support, application and troubleshooting assistance, alternative item suggestions and general research
- Defining and creating additional topical product tips for our customers
- Identify/share areas of opportunity for product content improvements, product expertise or recommendations and general feedback with our Product Team
- Provide support, knowledge, and mentoring to our Customer Service Agents
- Capture and record daily inquiry information to assist with organizational product category reporting
Position Requirements:
- An Associate's degree in a technical or engineering field is preferred or 3-5 years of equivalent training and certification
- A minimum of 4+ years recent work experience in a maintenance or field service role in skilled trades or functions such as Electrician, Machinist, HVAC Technician, Commercial Fire Control and Security Systems Technician, Hydraulic and Pneumatic Systems Technician or Plant and Facility Maintenance Technician
- Must be able to communicate with all levels of internal/external customers and supplier organizations
- Ability to demonstrate flexibility to shifting priorities and team objectives
- Strong competence in the use of computers, software applications and emerging technologies desired
- Bilingual skills are a plus
EEOC Statement
Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.