Technical Support Specialist

J. J. Keller & Associates, Inc. is looking for a Product Support Specialist to join their Technology Solutions team. The role involves providing high-quality support to clients for cloud-based applications and hardware, assisting in issue resolution, and maintaining documentation of support interactions. Responsibilities Provides client support for any Technology Solutions products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc Provides guidance to customers on the use of software applications and hardware devices Independently analyzes and resolves support issues in line with knowledge level. Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software Skills High School Graduate or General Education Degree (GED) 1+ year of customer service experience, preferably in a high-volume, service environment Ability to learn and utilize a variety of software applications Strong technical aptitude and interest Proficient in the use of a PC and able to flow seamlessly between multiple systems and applications Ability to utilize a variety of applications and connected devices Commitment to providing outstanding client service Quality minded and detail oriented Ability to work in a fast-paced environment Strong problem-solving skills Professional communication skills in a variety of channels such as phone, email, chatrooms, etc Empathy and de-escalation skills Experience supporting mobile applications or cloud-based applications a plus Experience with smartphone applications Benefits 17 days of PTO annually + 8 Paid Company Holidays + 1 Paid Floating Holiday Annual Reviews + Merit Increases + Quarterly Bonus Program New Hire On-the-Job Training Career Growth Opportunities Medical + Dental + Vision Insurance Free Onsite Wellness Clinic for those associates near our corporate office + free telehealth coverage for all associates regardless of where you live Free access to FLEX by Fitness on Demand providing 24/7 access to online workout and wellness programs 401(k) with Employer Match + Company-funded Profit Sharing Company Overview Since we began as a family-owned company in 1953, our purpose at J. J. Keller & Associates, Inc. It was founded in 1953, and is headquartered in Neenah, WI, US, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship J. J. Keller & Associates, Inc. has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2024, 1 in 2023, 2 in 2022, 2 in 2021. Please note that this does not guarantee sponsorship for this specific role.