Technical Support Specialist

Requisition #: 20675

Functional Area:

Client ServiceEmployment Type:

Full-TimeWork Options:

In Office / Partial Remote from Neenah/Appleton/Oshkosh area #

LI-HybridWork Hours:

Monday - Friday, 9:30 am - 6:00 pmPosition SummaryJ. J. Keller is seeking a Technical Support Specialist to join our Technology Solutions team. For more than 70 years, J. J. Keller has partnered with over 90% of Fortune 1000 companies, delivering trusted solutions and expert insights that help create safer workplaces and simplify the complexities of compliance. With more than 7 million employers nationwide, the demand for our expertise continues to grow.

In this role, the Product Support Specialist provides high-quality support to both external and internal clients for our cloud-based applications and hardware solutions. Responsibilities include troubleshooting and resolving reported issues, documenting all support interactions, and assisting internal teams as needed. Training lasts approximately one month and is scheduled Monday-Friday from 8:00 a.m. to 4:30 p.m. Upon successful completion of training, the schedule shifts to Monday-Friday from 9:30 a.m. to 6:00 p.m. This position also offers a hybrid work arrangement-at least three days in the office and two days from home-once training is complete.

Job ResponsibilitiesProvides client support for any Technology Solutions products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc.

Provides guidance to customers on the use of software applications and hardware devices.

Independently analyzes and resolves support issues in line with knowledge level. Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.

Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.

Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.

Why J. J. Keller?

Starting pay of $22/hour 17 days of PTO annually + 8 Paid Company Holidays + 1 Paid Floating Holiday Annual Reviews + Merit Increases + Quarterly Bonus ProgramNew Hire On-the-Job TrainingCareer Growth OpportunitiesMedical + Dental + Vision InsuranceFree Onsite Wellness Clinic for those associates near our corporate office + free telehealth coverage for all associates regardless of where you liveFree access to FLEX by Fitness on Demand providing 24/7 access to online workout and wellness programs401(k) with Employer Match + Company-funded Profit SharingQualificationsEducation and ExperienceHigh school graduate or general education degree (GED)1+ year of customer service experience, preferably in a high-volume, service environmentExperience supporting mobile applications or cloud-based applications a plusAbility to learn and utilize a variety of software applicationsExperience with smartphone applicationsStrong technical aptitude and interestOther RequirementsProficient in the use of a PC and able to flow seamlessly between multiple systems and applicationsAbility to utilize a variety of applications and connected devicesCommitment to providing outstanding client serviceQuality minded and detail orientedAbility to work in a fast-paced environmentStrong problem-solving skillsProfessional communication skills in a variety of channels such as phone, email, chatrooms, etc.

Empathy and de-escalation skillsPhysical RequirementsWork is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.

We Protect People & The Businesses They Run™Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.

J. J.

Keller History:

November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business - from our founding as a one-man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.

J. J.

Keller Career Stories:

Click HERE to hear from our associates about what they have to say about life as an associate at J. J. Keller.

J. J. Keller Earns 8th Great Place to Work Certification™: Click HERE to find out what makes J. J. Keller great.

J. J. Keller Certified as a Top 100 Most Loved Workplace® in

America:

Click HERE to find out why our associates LOVE working at J. J. Keller.2024 Top Company for Women to Work for in

Transportation:

Click HERE to learn more about this prestigious recognition.

If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.

Professional Referral Program:

Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through our Professional Referral Programand you will earn a cash payment if your referral is hired.

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Nearest Major Market:

Oshkosh Nearest Secondary Market:

Appleton Job Segment:

Technical Support, Cloud, Compliance, Telemedicine, Social Media, Technology, Legal, Healthcare, Marketing