Job Information
Pitsco Education Product Support & Implementation Specialist in Pittsburg, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13018111
Summary: The Product Support & Implementation Specialist is responsible for providing industry-leading service and support to Pitscos customer base. Nurtures an ongoing relationship between Pitsco and the customer, in addition to working with the customer to increase active usage and ensure overall satisfaction before, during, and after the sale. Independently troubleshoots and resolves product-focused customer inquiries across Pitscos entire portfolio of products, along with their supporting hardware and software. Assists in on-site implementations of a Pitsco full-scale program (STEM lab) and supports the curriculum and products/equipment that accompany them. These tasks are accomplished by performing the following duties.
Essential Duties and Responsibilities (other duties may be assigned):
Handling inbound and outbound phone calls, emails, live chats, video calls, face-to-face interactions, and other ever-evolving communication mediums in a timely, polite, and professional manner. These inquiries are in reference to the general and technical support needs for Pitscos entire portfolio of products and the hardware and software that accompany them.
Supporting both domestic and international customer bases
Proactively communicating status updates surrounding active inquiries to both the customer and internal stakeholders
Inputting and maintaining detailed information within various software and systems
Analyzing and recording all inquiry data and delegating corrective action plans to the appropriate parties
Exercising independent and creative problem-solving skills to resolve customer inquiries
Analyzing information received from the customer and successfully communicating solutions that are fully understood by the customer and other stakeholders
Preparing various reports and/or content as requested by management or other stakeholders
Reporting challenges, concerns, issues, and suggestions to appropriate personnel
Proactively developing product-focused knowledge base content across various subjects for both internal- and external-facing purposes
Continually developing skills necessary to perform job duties and managing an ever-changing technology, educational, and business landscape
Providing customer feedback and end-user insights to management to aide departmental strategy
Providing second-tier support to Pitscos customer base for Pitscos LMS and the titles or curriculum that accompany it
Leading a domestic Tier 1 through Tier 3 curriculum implementations and assisting with Tier 4 domestic curriculum implementations