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As a leading worldwide provider of navigation devices and wearable technology, our focus is on developing, designing and supporting superior products. Our advanced technology promotes performance, safety and ease of use in every market we serve. That makes us an engineering and technology company with a keen focus on recruiting talent in those fields. But the same vertical integration business model that keeps all design and manufacturing processes in-house also gives us the incentive to hire top performers from different backgrounds, including operations, finance and accounting, information technology, sales, marketing and communications.
We are looking to hire a Product Support Specialist - Customer Success at our office located in Yarmouth, ME. Garmin provides inReach satellite communication devices and services to a variety of organizations around the world conducting remote field research, natural disaster relief, remote team operations, and more. The Customer Support Specialist will provide our clients with technical customer support for our Professional InReach products and services, answering phone calls, emails and chat contacts in a timely manner. Escalate issues for resolution, documentation and follow-up when necessary.
The Yarmouth, ME office has been a map and GPS company for over 40 years, in the satellite communication business since 2010, and part of Garmin since 2016. Yarmouth is a coastal town, located just 15 minutes from Maines largest city. Portland was recently Bon Apptits restaurant city of the year and is often judged within or near the top 25 US cities in which to live. Google it all if you dont believe us. We experience all of the seasons here including snow but know how to deal with it. Also, if youre into outdoor activities, youll have plenty of excuses to get outside in the name of testing with the latest gadgets in hand. (Hiking, running, cycling, boating, flying). Finally, Garmin is rated #5 on Forbes Americas Best Employers for 2019.
Receive and answer a high volume of customer inbound phone calls and email requests regarding products, account setup, plans and other services offered by Garmin
Must display strong customer support skills and always maintain professional interactions with Garmin customers and co-workers
Accurately and timely set up of new accounts, update tax status, payment method, contract date, groups and users created including activation
Remain current on changes in policies, procedures, and product offerings
Become highly knowledgeable in the specifications, capabilities and operation of Garmin professional services
Answer customer technical inquiries regarding Garmin products and services by troubleshooting via telephone, email and chat.
Documents work in a thorough, organized, and timely manner
Monitor, document and report failure trends in Garmin equipment and services
Become familiar with and comply with policies and guidelines including performance metrics
On behalf of the customer or as requested by the Associate Sales and Product Managers move users between airtime plans, sanitize devices or create users in Garmin proprietary back end systems
Assist customers in activation of enterprise accounts
Advise on subscription plan for end user (professional plans)
Provide customer service to Enterprise customers; technical issues (triage and escalate to tech support)
Collaborate with development and engineering to manage tickets and priorities effecting customer experience.
Provide global associates and external customers with advanced technical support of Garmins professional products and services via phone, email, and chat.
Assist in activation and setup for events, sponsorship and demonstrations of inReach products and services
Recognize need and conduct on-the-spot training efficiently, as well as scheduled formal training
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
College degree preferred; High School Diploma or GED required
Demonstrated interest for the product segment and interest in developing product knowledge
Demonstrated customer service and training expertise
Proficient verbal, written and interpersonal communication skills with internal and external clients
Personal or professional demonstrated technical aptitude, problem solving and troubleshooting ability
Ability to take direction and feedback and willingness to learn and grow to support our product and technical system
Must exhibit professionalism, be team-oriented, possess a positive attitude and work well with others
Must possess the ability to prioritize, organize and multi-task in a flexible, fast-paced and challenging environment
Must be detail-oriented with excellent organizational skills
Excellent time management and follow-up skills
Demonstrated reliable and predictable attendance
Demonstrated computer skills and ability to navigate multiple screens
Must be proficient in using Microsoft office suite, including Word, Outlook, Excel and PowerPoint; demonstrated ability to use web-based training tools and software.
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