Product Support Specialist 3

OverviewWe are seeking a full-time Product Support Specialist 3 at Garmin's location in Tucson, AZ. In this role, you will be responsible for getting people back to their passion by providing complex technical customer support for Garmin’s consumer products, answering phone calls, emails, chat, and social media/web posts in a timely manner while escalating issues for resolution, documentation, and follow-up when necessary.Essential FunctionsResolve complex customer inquiries and requests regarding Garmin products and services via phone calls, email inquiries, chats, and social media/web formatsDisplay advanced customer service skills including a demonstrated ability to resolve customer escalationsDemonstrate sound judgment and ownership in reconciling advanced problems and difficult customer issues, determines and communicates root cause, and develops corrective action plans which address systemic issuesDemonstrate expertise in the specifications, capabilities and operation of Garmin products and servicesDemonstrate exceptional knowledge of resources, systems and recommend improvementsAssist with creation/delivery of training and provide backup for the Help Desk as neededWork a consistent and reliable schedule as identified by managementShare knowledge and advise team members who are learning products and processes, including serving as a mentor as neededRecommend process improvements to enhance the overall customer experienceIdentify and communicate new product/process related issues appropriatelyBasic QualificationsHigh School Diploma or GED AND a minimum of 5 years relevant experienceExpert product knowledge in multiple product lines within a product segmentDemonstrated ability to provide expert customer service across all contact channels (ex. chat, phone, email)Demonstrated ability to effectively avoid and resolve escalated customer complaintsDemonstrated expert problem solving/troubleshooting ability for complex product issuesDemonstrated ability to proactively identify and communicate product and support issues and recommend pragmatic solutionsMust exhibit professionalism, be team-oriented, possess a positive attitude and work well with others and have excellent time management and follow-up skillsDemonstrated reliable and predictable attendanceDemonstrated proficient computer skills and ability to navigate multiple screensDesired QualificationsFluency in Spanish, Portuguese and/or French languages in addition to EnglishGarmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age or disability.This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits