Product Specialist - Hotline

Under the direction of the Manager of Technical Action Center, the Product Specialist is accountable for and responsible for the technical support of Sharp Imaging and Information Company of America products through telephone contact, email, chat and video. The position includes hotline assistance, writing knowledge base articles and writing FAQs. This candidate will also be corresponding with internal and external customers and performing administrative duties as necessary.

• Maintain a high level of knowledge of Sharp’s hardware, software, and cloud-based products to assist our customers with support.
• Perform call center support duties including accurate data entry.
• Maintain an accurate and timely knowledge base content pertaining to assigned products and applications. Create, modify, and develop scripts for service support systems.
• Provide a timely response to all inquiries for assistance from internal and external customers. Communicate resolutions to applicable contacts through phone contact, email, chat, bulletins, and technical tips, resolving problems appropriately.
• Prepare reports as requested by management on issues such as product support status, product performance, or other reports as required.
• Set up and maintain all lab equipment in optimum condition for use as test equipment to troubleshoot dealer technician issues.
• Maintain a high competence level with the related computer and software, deemed necessary for successful fulfillment of this position.
• Research and perform tests on various technical issues including but not limited to Dealer and End User support issues.
• Work with a team to test new versions of software.
• Assist with development and delivery of technical and sales training when directed.
• Maintain an accurate and timely knowledge base content pertaining to assigned products and applications.
• Create, modify, and develop scripts for service support systems.
• Categorize and structure knowledge articles in a way that enables agents to quickly locate needed information, thereby streamlining customer interactions.
• Optimized performance through creation and maintenance of knowledge articles to ensure that service desk agents have quick access to accurate and reliable information, directly enhancing their performance and efficiency.
• Ensure a comprehensive knowledge base, common issues can be resolved swiftly, thereby minimizing ticket resolution times, and enhancing customer satisfaction.
• Ensure consistency and enforce content standards, ensuring that all agents are utilizing consistent, accurate, and standardized information when interacting with customers.
• Maintain a knowledge base that adheres to company policies and procedures providing agents with compliant communication guidelines.
• Prepare reports as requested by management on issues such as knowledge system status, performance, and other reports as required.

• Associate in applied sciences or five years of equivalent product support working experience.
• Minimum two years industry experience (application, networking, and programming) regarding Professional Displays and Multifunction Printer products.
• Net + Certification or equivalent. Demonstrate competency regarding networking and associated software applications incorporated with SIICA products.
• Complete and maintain formal training certifications on all current products. Maintain current certifications in all relevant training.
• Advanced phone skills.
• Excellent troubleshooting skills.
• Conflict resolution training.
• Self-motivated and self-starter.
• Excellent verbal communication skills.
• Good technical writing skills.
• Ability to present complex technical procedures clearly to all levels of dealer technicians.
• Clear and accurate reporting.
• In-depth knowledge of Salesforce Service Cloud, knowledge base systems and related customer support software.
• Knowledge of omni-channel systems and effective applications in call center environments.
• Proficiency with Microsoft Office 365.
• Ability to multi-task effectively. Workdays and assignments may change frequently depending on internal and external customer needs.
• Demonstrate flexibility, creativity, and a drive to produce the highest quality of work. Attention to detail, a command of order and a drive for client satisfaction is essential.

ABOUT US: Sharp Imaging and Information Company of America (SIICA)

Sharp Imaging and Information Company of America (SIICA) is a division of Sharp Electronics Corporation, the U.S. subsidiary of Japan's Sharp Corporation, a global technology company which has been named to Fortune magazine's World's Most Admired Company List. Sharp strives to help businesses achieve Simply Smarter work by helping companies manage workflow efficiently, create immersive and engaging environments, and increase productivity. SIICA offers a full suite of secure printer and copier solutions, professional and commercial visual displays and projectors, software management and productivity software and markets durable Dynabook laptops. As a total solutions provider, Sharp has a reputation for innovation, quality, reliability, and industry-leading customer support expertise. 

Compensation for this position

The compensation range for this role is $75,000 -$81,000 . The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Employee perks 

• Flexible hybrid work schedules.
• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.  Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and wholistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran

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