Product Specialist I

Job Responsibilities

Responsible for product support interface between Making Everlasting Memories (MeM) and its reseller network and consumers.

Interacts with end-users and troubleshoots problems to provide a high level of customer satisfaction.

Identifies, researches and resolves technical problems; provides high-level analytical problem resolution.

Ensures continued product performance, often in emergency situations.

Documents, tracks and monitors problems to ensure timely resolution.

Manages Weekend Coverage Program.

Supports other operational functions such as training of new customers.

Performs standard testing processes on a variety of equipment and new product functionality.

Collects feedback and identifies issues with product functionality and reports recommendations to aid with product development.

Assists in the installation, maintenance and general support of systems.

Analyzes, researches, and makes recommendations to fulfill equipment needs in the reseller network.

Minimum Requirements

Education:

HS Diploma or GED

Bachelor's degree in Business or a related discipline preferred

Experience:

One (1) year of product experience or experience in a related field

Knowledge, Skills & Abilities:

Proficiency in Microsoft Office package.

Enthusiastic / self-motivated, ability to work on own and under pressure.

Possess technical knowledge to support and train both internal and external customers.

Ability to influence individuals at all levels, give opinions and justifications.

Use organizational/time management skills to prioritize workload and schedule training sessions.

Have a flexible approach to cover colleagues' work when needed.

Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers.

Knowledge of MeM products & operations

Customer Service experience, complex problem solving experience to be able to assist customers.

Ability to work under pressure and with short lead times.

Ability to work through quality management issues constructively and timely.