Computer Skills, Corrective Action, Customer Escalations, Customer Experience, Customer Support/Service, Documentation, English Language, Follow Through, French Language, Help Desk, High School Diploma, Identify Issues, Mentoring, Order Delivery, Portuguese Language, Problem Solving Skills, Process Improvement, Product Support, Resolve Customer Issues, Root Cause Analysis, Social Media, Spanish Language, Team Player, Technical Support, Telephone Skills, Time Management
We are seeking a full-time Product Support Specialist 3 at Garmin's location in Tucson, AZ. In this role, you will be responsible for getting people back to their passion by providing complex technical customer support for Garmin’s consumer products, answering phone calls, emails, chat, and social media/web posts in a timely manner while escalating issues for resolution, documentation, and follow-up when necessary.
Responsibilities:
Essential Functions
- Resolve complex customer inquiries and requests regarding Garmin products and services via phone calls, email inquiries, chats, and social media/web formats
- Display advanced customer service skills including a demonstrated ability to resolve customer escalations
- Demonstrate sound judgment and ownership in reconciling advanced problems and difficult customer issues, determines and communicates root cause, and develops corrective action plans which address systemic issues
- Demonstrate expertise in the specifications, capabilities and operation of Garmin products and services
- Demonstrate exceptional knowledge of resources, systems and recommend improvements
- Assist with creation/delivery of training and provide backup for the Help Desk as needed
- Work a consistent and reliable schedule as identified by management
- Share knowledge and advise team members who are learning products and processes, including serving as a mentor as needed
- Recommend process improvements to enhance the overall customer experience
- Identify and communicate new product/process related issues appropriately
Qualifications:
Basic Qualifications
- High School Diploma or GED AND a minimum of 5 years relevant experience
- Expert product knowledge in multiple product lines within a product segment
- Demonstrated ability to provide expert customer service across all contact channels (ex. chat, phone, email)
- Demonstrated ability to effectively avoid and resolve escalated customer complaints
- Demonstrated expert problem solving/troubleshooting ability for complex product issues
- Demonstrated ability to proactively identify and communicate product and support issues and recommend pragmatic solutions
- Must exhibit professionalism, be team-oriented, possess a positive attitude and work well with others and have excellent time management and follow-up skills
- Demonstrated reliable and predictable attendance
- Demonstrated proficient computer skills and ability to navigate multiple screens
Desired Qualifications
- Fluency in Spanish, Portuguese and/or French languages in addition to English
Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age or disability.
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
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Garmin International, Inc.