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Responsible for product support interface between Making Everlasting Memories (MeM) and its reseller network and consumers.

JOB RESPONSIBILITIES

• Interacts with end-users and troubleshoots problems to provide a high level of customer satisfaction. 
• Identifies, researches and resolves technical problems; provides high-level analytical problem resolution
• Ensures continued product performance, often in emergency situations.
• Documents, tracks and monitors problems to ensure timely resolution.
• Manages Weekend Coverage Program.
• Supports other operational functions such as training of new customers.  
• Performs standard testing processes on a variety of equipment and new product functionality. 
• Collects feedback and identifies issues with product functionality and reports recommendations to aid with product development.
• Assists in the installation, maintenance and general support of systems. 
• Analyzes, researches, and makes recommendations to fulfill equipment needs in the reseller network.

MINIMUM REQUIREMENTS

Education:

• HS Diploma or GED
• Bachelor’s degree in Business or a related discipline preferred

Experience:

• One (1) year of product experience or experience in a related field

Knowledge, Skills & Abilities:

• Proficiency in Microsoft Office package.
• Enthusiastic / self-motivated, ability to work on own and under pressure.
• Possess technical knowledge to support and train both internal and external customers.
• Ability to influence individuals at all levels, give opinions and justifications.
• Use organizational/time management skills to prioritize workload and schedule training sessions.
• Have a flexible approach to cover colleagues' work when needed.
• Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers. 
• Knowledge of MeM  products & operations
• Customer Service experience, complex problem solving experience to be able to assist customers.
• Ability to work under pressure and with short lead times.
• Ability to work through quality management issues constructively and timely.

Postal Code: 45249-1641

Category (Portal Searching): Marketing and Advertising

Job Location: US-OH - Cincinnati