Product Support Specialist

Job Description

Job Description

Job Title: Product Support Specialist

Job Description

The Product Support Specialist serves as the primary point of contact for consumers, providing courteous and knowledgeable support on product usage, safety, storage, disposal, labeling, shipping, and troubleshooting. This role manages inbound calls, emails, website inquiries, product reviews, complaints, and claims while delivering exceptional customer service and accurate product information. The position requires strong communication skills, attention to detail, and the ability to resolve issues efficiently while maintaining a professional and empathetic approach.

Responsibilities

• Respond to consumer phone calls, emails, and website inquiries regarding product usage, safety, storage, disposal, labeling, shipping, and damage concerns in a timely and professional manner.
• Research and resolve consumer complaints, claims, and product-related issues by gathering information, analyzing the situation, and providing clear resolutions.
• Accurately document all consumer interactions, case details, and resolutions in company systems to ensure complete and reliable records.
• Process refunds, coupons, and product replacements while effectively managing consumer conversations and maintaining a positive customer experience.
• Maintain up-to-date product knowledge through ongoing training and collaboration with internal teams, including research and development and marketing.
• Follow company safety, quality, and compliance procedures in all consumer interactions and documentation activities.
• Build strong relationships with internal teams and collaborate across departments to resolve complex issues and improve the overall customer experience.
• Manage multiple consumer inquiries and priorities simultaneously while maintaining accuracy, professionalism, and empathy.
• Contribute to continuous improvement of customer care processes by sharing feedback, identifying trends, and suggesting enhancements.

Essential Skills

• Experience in customer service, consumer care, or a call center environment is preferred.
• Strong verbal communication skills with a professional, clear, and empathetic approach to interacting with consumers.
• Strong written communication skills for composing accurate, concise, and customer-friendly emails and documentation.
• Excellent problem-solving abilities with the capacity to analyze issues, identify root causes, and propose effective solutions.
• Strong organizational skills with the ability to manage multiple cases and priorities in a fast-paced environment.
• Effective multitasking skills to handle calls, emails, and documentation concurrently without sacrificing quality.
• High attention to detail to ensure accurate data entry, documentation, and processing of refunds, coupons, and replacements.
• Proficiency in Microsoft Office applications and comfort working with computer-based systems and databases.
• Ability to build strong working relationships and collaborate effectively across departments.

Additional Skills & Qualifications

• Experience in a product-based support environment is a plus, particularly handling inquiries related to product usage, safety, and troubleshooting.
• Familiarity with documenting customer interactions in CRM or case management systems.
• Comfort working with established safety, quality, and compliance procedures.
• Interest in learning about products and staying current through training and collaboration with internal teams.

Work Environment

This role is based in an office environment, working closely with a small team of approximately five colleagues. The position involves regular use of computers, Microsoft Office applications, and company systems to manage consumer interactions and documentation. The work setting is collaborative and fast-paced, with frequent communication across departments such as research and development and marketing to maintain product knowledge and support effective issue resolution.

Job Type & Location

This is a Contract to Hire position based out of Memphis, TN.

Pay and Benefits

The pay range for this position is $20.00 - $22.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Memphis,TN.

Application Deadline

This position is anticipated to close on Sep 29, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.