Position Overview: The Support Team Specialist plays a vital role in ensuring a positive and seamless experience for FireSprint’s resellers. This role is responsible for assisting resellers with their inquiries, managing order details, and ensuring smooth communication between resellers and internal teams. The Support Team Specialist supports the Support Team Manager in maintaining high levels of reseller satisfaction and retention.
Key Responsibilities:
- Reseller Support and Communication
- Serve as the first point of contact for reseller inquiries, providing prompt and professional responses.
- Assist resellers with product information, order statuses, and issue resolution.
- Proactively communicate updates and changes to resellers that may affect their orders.
- Identify and troubleshoot and follow up on order-related issues to ensure reseller satisfaction.
- Escalate complex issues to the Support Team Manager or relevant teams as necessary.
- Reseller Retention and Reactivation
- Utilize email and outbound calls to reconnect and reengage with resellers who have not placed recent orders.
- Research and connect with past resellers to develop relationships and reactivate.
- Reseller Education
- Assist resellers in understanding product options and selecting the best solutions for their needs.
- Share resources such as guides, FAQs, and training materials to empower resellers.
- Provide guidance on best practices for ordering and working with FireSprint.
- Order Management
- Ensure accuracy in order details and manage updates or changes as needed.
- Collaborate with production, shipping, and other internal teams to ensure timely delivery of orders.
- Track orders through the production process and provide regular updates to resellers.
- Administrative Support
- Maintain accurate records and order information in the company’s system.
- Generate and distribute reports related to reseller interactions and order statuses.
- Support the Support Team Manager in team coordination and reseller engagement initiatives.
- Continuous Improvement
- Identify opportunities to enhance support team workflows and minimize manual intervention.
- Provide feedback and suggestions to improve processes and reduce errors.
Key Skills and Qualifications:
- Required Skills:
- Strong communication and interpersonal skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple tasks and prioritize effectively.
- Proficiency in office software and customer relationship management (CRM) tools.
- Education and Experience:
- High school diploma or equivalent (required); Bachelor’s degree in Business, Communications, or a related field (preferred).
- 1-2 years of experience in customer service, client success, or a similar role.
Performance Metrics:
- Reseller satisfaction scores and feedback.
- Accuracy and timeliness of order updates and issue resolution.
- Effectiveness in supporting the Support Team Manager and internal teams.
Core Values Alignment: The Support Team Specialist must embody and champion FireSprint’s core values:
- Improve Relentlessly
- Learn It & Teach It
- Own Your Growth
- Empower Each Other
- Show Up & Execute
Reports To: Support Team Manager
About FireSprint: FireSprint is a trade-only printer dedicated to empowering growth for its clients and team members. With a focus on quality, innovation, and exceptional service, FireSprint is a trusted partner in the graphics communication and promotional products industries.
This job description is intended to provide a general overview of the responsibilities and requirements for the Support Team Specialist role. It is not an exhaustive list of all duties, responsibilities, or qualifications required for the position.
Job Type: Full-time
Pay: From $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
