Product Support Specialist

Reports To: Project Coordinator: Product Development


Salary: This is a full-time 12 month position at 232 days with an annual starting salary of $45,000.


Primary Purpose:
To provide exemplary sales and customer support, order management, and account management for
internal and external customers on the Region 13 product store.

Education/Certification:
Degree from four-year college, or advanced certificate in relevant field.

Experience:

• At least two years providing customer service, sales and/or account management, including online, phone, and in person support.
• Ability to organize and synthesize product sales data to make informed recommendations and decisions.
• Proven ability to thrive while navigating multiple projects, workflows, and deadlines.
• High capacity to contribute and collaborate with teams.
• Excellent verbal, written, presentation, and interpersonal skills.
• Meticulous attention to detail.
• Proficient in:
  • Microsoft Office suite, Google Suite, email, and various online systems.
  • Finance, budgeting, and accounting processes.

Special Knowledge/Skills:

• Basic knowledge of HTML
• High skill level in Microsoft Excel and Google Sheets
• Deep expertise in accounts management
• Background in business intelligence or data analytics
• Knowledge and/or experience in Texas K-12 public and/or charter institutions

Responsibilities:

• Serve as a representative of ESC Region 13, displaying courtesy, tact, consideration and discretion in all interactions with other members of the educational community and with the public.
• Maintain and update the Region 13 online store platform, including visual and technical improvements.
• Analyze LEA data to identify campus/district needs and cross-reference needs with the Region 13 product line.
• Manage ongoing customer relationships utilizing Region 13 CRM tools.
• Design and deploy new methods of acquiring customer leads and feedback via phone, email, mail, social media, and in person.
• Explain and make connections for best use of the functionality, cost-benefit, and intended use of the entire product line to both internal and external customers.
• Collaborate with content strategy, marketing, and product development to strategically promote product store offerings to target markets.
• Uphold current and, when necessary, develop new SOPs (Standard Operating Procedures) for efficiency and accuracy for sales, customer service, and order management.
• Analyze sales data to guide internal decisions regarding product viability, placement, and overall maintenance of offerings on the Region 13 product store.
• Develop and present product sales analysis and financial reports to internal teams.
• Manage online store product orders and maintain awareness of product inventory.
• Answer customer inquiries and respond to customer needs for products in a timely manner and with the utmost tact.
• Establish, develop, and maintain positive business and customer relationships.
• Resolve customer concerns via phone, email, mail, or social media.
• Prepare invoices and review shipping charges.
• Perform other duties as assigned.

Equipment Used:

• Laptop
• General office equipment

Working Conditions:

• Communicates effectively (verbal and written)
• Follows policies and procedures.
• Maintains emotional control.
• Some projects may require extended working hours.
• Lifting and carrying 0-20 pounds.
• Maintain an appropriate and professional appearance to internal and external clients.

The above statements are intended to describe the general purpose and responsibilities assigned to this job and are not intended to represent an exhaustive list of all responsibilities, duties and skills that may be required.