Technical Product Support Specialist

This role is responsible for providing exceptional customer service via phone, chat, and email by ensuring timely and professional responses to inquiries, troubleshooting basic technical issues, and routing calls to the appropriate departments. They will prioritize customer urgency and deliver solutions to ensure high satisfaction, meeting key performance indicators (KPIs) like call resolution rates and response times. Key tasks include managing and documenting case records, offering preventive maintenance advice, and escalating complex issues to higher-level support. They will also need to maintain a strong understanding of our products and services, communicate clearly and professionally, and work effectively both independently and as part of a team.

Technical Responsibilities:

· Achieve expert working knowledge of our products. You will be the first stop point for troubleshooting and must know how to use our products (don't worry - we will train you ??) 

· Provide basic technical support and troubleshooting via phone, email, and chat for product installation, operational functions, and maintenance.

· Identify process improvements and other product features to reduce the number of customer inquiries. 

· Offer customers preventive maintenance and configuration advice to enhance product performance and satisfaction.

· Escalate complex technical issues to higher-level support teams when necessary.

Additional Responsibilities:

· Ensure availability for phone, chat, or email support during all designated shifts.

· Meet or exceed KPIs, including call resolution rates, call wait times, and answered vs unanswered calls.

· Answer phone calls within 2 rings and return voicemail messages within 2 hours.

· Reply to all chats within 3 minutes during assigned times, and follow up on missed chats via email.

· Respond to customer emails within 24 hours and acknowledge receipt if unable to resolve within that timeframe.

· Route calls to appropriate departments, such as forwarding order-related issues to BDR/Sales at Digilock Box.

· Create and manage case records, ensuring detailed documentation, appropriate user ownership, and escalated case management for follow-up until cases are resolved or closed.

· Document customer interactions, including inquiries, complaints, comments, and resolutions.

· Maintain a thorough understanding of the organization’s products and services.

· Uphold professional communication standards across phone, email, and chat platforms.

Requirements:

· Prioritize customer urgency and ensure timely resolution of issues.

· Basic technical troubleshooting and product knowledge.

· Strong documentation and issue-tracking skills.

· Minimum of 3 years working in a Customer Service/Retention role.

· A love for helping customers and delivering satisfaction.

· Not afraid of taking an unhappy customer and turning them into a happy one.

· Proficient in meeting KPIs.

· Clear, professional communication across phone, email, and chat and in all customer interactions.

· Strong analytical and critical thinking skills.

· Able to work independently or in a team.

· Strong attention to detail.

· Team player who is willing to seek feedback, adopt practices and continuously learn and evolve.

· Eagerness to explore new technology.

· Punctuality and attendance are a way your life.

· Problem solver!

Software:

Salesforce, Syspro, Microsoft Office Suite, Media Valet, HubSpot, UPS WorldShip, and FedEx Toolbox.

Who We Are:

At Digilock®, we’re at the forefront of innovation, design, and manufacturing in personal security solutions. By using best-in-class materials and providing exceptional service, we ensure our customers and their clients have peace of mind, knowing their most important items are secure.

For over 40 years, we’ve committed to merging technological innovation with unparalleled customer service, offering the finest secure personal storage solutions available. As a growing company, we understand that change is constant, and we embrace it with enthusiasm. This passion for innovation drives us and propels our company forward.

Benefits:

We provide a competitive salary and benefits package. Highlights of our current benefits package include Medical, Dental/Vision, Long-Term Disability, Life Insurance, 401K Match up to 4%, AFLAC, Wellness Program Reimbursement, PTO, and a generous holiday schedule with pay. We provide food and snacks throughout the week in our fully stocked kitchens/breakrooms and have company outings.