Product Support Specialist
Department: Customer Support / Technical Support
Location: Pueblo, Colorado
Employment Type: Full-Time | Regular and Full-Time Temporary
Pay Rate: $15.50 per hour
Position Summary
Auxillium is seeking a knowledgeable and customer-focused Product Support Specialist to provide technical assistance and customer support for a sports technology client. This role is responsible for supporting customers, clients, and end users with hardware, software, and application-related issues while delivering a high level of service across phone, email, chat, and web-based support channels.
The Product Support Specialist serves as a key resource for troubleshooting product installation, diagnosing technical issues, documenting support cases, and assisting customers with product functionality and software configuration. The ideal candidate will have a strong technical aptitude, excellent communication skills, and the ability to troubleshoot both hardware and software issues in a fast-paced support environment.
Position Overview
The Product Support Specialist is responsible for providing front-line product and technical support for client hardware, software, and applications. This role works directly with customers to identify issues, troubleshoot problems, document case history, and help drive resolution while maintaining a professional and service-oriented customer experience.
This position requires strong computer literacy, sound problem-solving ability, and the ability to explain technical issues in a way customers can understand. Successful candidates will be comfortable working across multiple systems, managing a high volume of interactions, and adapting to changing business needs.
Essential Duties and Responsibilities
The essential functions of the Product Support Specialist include, but are not limited to, the following:
- Provide customer support for client hardware, software, and application-related inquiries.
- Diagnose, troubleshoot, and resolve issues related to product installation, software functionality, system configuration, and general product use.
- Assist customers with software and application setup, configuration, and updates as needed.
- Document customer contacts, troubleshooting steps, resolutions, and case history accurately within the client’s customer relationship management (CRM) system.
- Support customers across multiple channels, including inbound and outbound phone calls, email, chat, and webform communication.
- Follow up with customers as needed to confirm issue resolution and customer satisfaction.
- Escalate unresolved or complex issues in accordance with established procedures.
- Maintain accurate records of support activity and ensure case documentation is complete and timely.
- Communicate technical information clearly and professionally to customers, clients, and internal team members.
- Remain current on product updates, troubleshooting procedures, and support resources relevant to the client’s products and services.
- Meet established productivity, quality, attendance, and responsiveness expectations.
- Perform other duties and responsibilities as assigned.
Required Qualifications
To perform this role successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required for the position.
- High school diploma or equivalent.
- Previous experience in a customer-focused role preferred.
- Experience in technical support, computer support, electronics support, or gaming support preferred.
- Proficiency with computers and common operating systems, including Windows OS, Microsoft Office, Microsoft 365, and related software applications.
- Working knowledge of personal computers, devices, and hardware troubleshooting, including the ability to configure, diagnose, and support software and hardware issues.
- Experience supporting or troubleshooting hardware, software, or device configuration issues.
- Strong critical thinking, problem-solving, and analytical skills.
- Strong verbal and written communication skills with the ability to communicate clearly and professionally with customers.
- High attention to detail and accuracy in documentation.
- Ability to learn new products, processes, and technologies quickly.
- Ability to work effectively in a fast-paced and evolving environment.
Preferred Qualifications
The following qualifications are preferred but not required:
- Experience supporting gaming products, entertainment technology, or related consumer electronics.
- Familiarity with Mac OS, PC hardware, mobile devices, and software troubleshooting.
- Understanding of electronics, low-voltage data wiring, or home entertainment components.
- Experience troubleshooting projectors, amplifiers, or other in-home electronics and connectivity issues.
- Experience working within a CRM or customer support platform.
Core Competencies
Successful candidates for this position should demonstrate the following competencies:
Technical Aptitude
- Understands hardware, software, and system troubleshooting concepts.
- Learns new technical products and processes quickly.
- Applies logic and sound judgment to identify root causes and support resolution.
Customer Service
- Delivers prompt, professional, and solution-oriented service.
- Builds trust with customers by communicating clearly and following through on commitments.
- Maintains composure and professionalism when assisting frustrated or confused users.
Communication
- Communicates technical information in a way that is easy for customers to understand.
- Maintains professionalism in verbal and written interactions.
- Documents case activity clearly, accurately, and thoroughly.
Problem Solving
- Evaluates issues effectively and identifies appropriate next steps.
- Troubleshoots independently while knowing when to escalate complex concerns.
- Maintains accuracy and sound judgment in a fast-paced environment.
Adaptability and Teamwork
- Adjusts to changing priorities, systems, and processes.
- Contributes positively to a team environment.
- Demonstrates accountability, reliability, and willingness to support team and business needs.
Schedule and Availability
This position is based in Pueblo, Colorado and may be filled as either a full-time regular or full-time temporary role, depending on business needs. Multiple shifts may be available and will be discussed during the interview process.
Pay Rate
Benefits for eligible full-time employees may include:
- Paid Time Off (PTO)
- Medical, dental, and vision insurance
- 401(k)
- Additional company-sponsored benefits as applicable
Disclaimer
This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications required of the position. Auxillium reserves the right to modify, add, or remove duties and to assign other responsibilities as business needs require.
Pay: From $15.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Flexible spending account
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
