Product Support Specialist

Miami · (us) · Miami · Miamimid

Customer SupportOtherProduct Support Specialist

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Customer SupportOtherProduct Support Specialist

Aroma360 is a boutique Scent Marketing and Branding company that specializes in providing the highest-quality essential oil-based scenting solutions to businesses and individuals all around the world. As the only full-service scent company, Aroma360 guides clients from concept and development to strategic implementation while priding themselves on exceptional customer service every step of the way. Aroma360 is continuously raising the bar for healthy scenting solutions in the industry!

Are you a tech-savvy professional with experience in customer service? Do you enjoy troubleshooting product issues and providing solutions? If so, Aroma360 is looking for you to join our team as a Product Support Specialist! In this role, you will provide exceptional customer service and product support to our clients. Our products include waterless, heatless scent diffusers that are plugged into your wall as well as larger scenting machines that are installed into the customer's HVAC system.

Responding to customer queries: Communicate with customers through various channels such as email, phone, or chat to answer their queries and provide product support
Troubleshooting technical issues: Analyze customer complaints and diagnose the cause of the problem. Provide solutions to resolve the issue
Providing product guidance: Educate customers on how to use a product effectively and maximize its potential
Documenting support interactions: Keep accurate records of customer support interactions, including the problem and the solution provided, to help improve the support process
Collaborating with other teams: Work with other teams such as development, quality assurance, and product management to provide feedback on product issues and suggest improvements
Perform other duties as assigned

Requirements

~1 min read

Bilingual - English and Spanish both written and verbal would be a plus
Experience troubleshooting tech support questions over the phone, email, and chat
Experience working with luxury products is highly preferred!
Polished professional with outgoing phone presence
Ability to “go with the flow” and adapt to change in a fast/moving environment
Retention and escalation skills a plus!
Ability to stay calm and professional through any situation
CRM experience, Salesforce a plus!
Impeccable email etiquette
Organized tech-savvy
Working knowledge of Microsoft Outlook, Excel, Word, and Adobe

Office location: Onsite in Wynwood, FL
Schedule: Monday – Friday
Hours: 10am- 7pm OR 9am - 6pm