Product Support Specialist
QQ Solutions, Inc. - Deerfield Beach, FL

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We're seeking a Product Support Specialist to be part of our dynamic team of Product Support professionals. You will spend most of your time working with customers on the telephone, assisting them with our products. The successful candidate will have a proven track record of helping customers in a call center environment. He/she will possess strong technical skills and will be responsible for customer/product support and customer empathy. The Product Support Specialist will be expected to follow an ongoing department-wide program of continuous improvement to ensure that our company achieves and maintains a high level of customer satisfaction and customer retention as we grow.

About the Company
Named one of the “25 Fastest-Growing Technology Companies” in South Florida by the South Florida Business Journal in 2011, QQ Solutions is a Software as a Service (SaaS) company that provides solutions to help independent insurance agencies grow revenues, enhance productivity and operate more efficiently. Our mission is to help independent insurance agencies compete in the digital world, by leveraging Web technology, social media, Internet marketing and real-time services. We strive to delight our customers by exceeding their expectations in product quality, customer service, training & support, and by meeting their evolving needs through a program of continuous product development and improvement incorporating the best available technologies. Now in our twenty-fifth year, QQ Solutions' headquarters is located in Deerfield Beach, Florida, where we employ 65 people in software development and testing, customer support & training, marketing, sales, IT and administration.

  • Provides detailed technical support to internal and external customer
  • Documents and tracks status of all issues in a timely fashion in accordance with Support procedures
  • Controls own personally assigned cases, ensuring all are progressed and concluded in a timely fashion. Assists other team members in progressing cases
  • Conduct remote sessions with customers to progress issues if required.
  • Engages with internal departments outside of Support (Sales, Professional Services, PM, R&D etc.) to improve processes and ultimately customer satisfaction
  • Engages with internal departments outside of Support (Sales, Professional Services, PM, R&D etc.) to improve processes and ultimately customer satisfaction
  • Logs all calls in issue tracking system called TechExcel and closes customer incidents. Keeps opens incidents in TechExcel for those issues confirmed as defects or enhancements
  • Move issues that require R&D escalation to appropriate personnel within Product Support when all other avenues of research have been exhausted.
  • Develops strong understanding of assigned QQ Solutions products and technical platforms.
  • Perform product installations / set up of environment to assist with trouble-shooting issues

  • Minimum of 3 years experience working in a technical product support call center
  • Exceptional customer service skills
  • Excellent written and verbal communication skills
  • Highly analytical
  • High degree of customer empathy
  • Must be proficient in with Internet browsers, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.)
  • Insurance industry knowledge/experience a plus but not required

About this company
Named one of the 25 Fastest-Growing Technology Companies in South Florida by the South Florida Business Journal, QQ Solutions is a...