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Position: Product Support Specialist Schedule: First Shift position, 8am-5pm M-F, with on-call one weekend every 8 weeks. Location: No travel required. Work on-site in Monroe, OH Pay Range: $50-$60/k year Are you ready to embark on an exciting career journey in the dynamic world of cold chain solutions? We are a fast-growing industry leader, and we're looking for a dedicated Product Support Specialist to join our team! About Us: We are a cutting-edge cold chain solutions company that's revolutionizing the way goods are transported and stored. Our innovative technologies and services ensure that temperature-sensitive products reach their destinations in perfect condition, every time. Your Role: As a Product Support Specialist, you'll play a pivotal role in ensuring our clients receive top-notch service and support. Your responsibilities will include: Customer Assistance: Provide technical support and assistance to customers who have questions or issues related to our products. Troubleshooting: Identify and diagnose problems with products, then offer effective solutions or workarounds. Product Knowledge: Gain in-depth knowledge of products to assist customers effectively. Documentation: Maintain up-to-date and accurate documentation for troubleshooting procedures, frequently asked questions, and product-related information. Cross-functional Collaboration: Collaborate with product management, engineering, customer service and quality assurance teams to ensure accurate representation of product features and troubleshooting steps. Continuous Improvement: Identify opportunities to enhance support processes, documentation and contribute to ongoing improvements. Process Flow Mapping: Develop clear and concise process flow maps to illustrate the functionality and troubleshooting steps for our products. Guide Creation: Craft comprehensive repair guides that empower our global service center network to address issues independently and efficiently. What We're Looking For: To excel in this role, you should have: High school diploma or GED required. Associate degree preferred. 3+ years' experience in a customer service and/or product support role. Exceptional verbal and written communication skills with the ability to convey complex technical information in a clear, understandable, and accurate manner. Familiarity with process flow mapping tools and techniques. Knowledge of root cause analysis techniques (fishbone diagram, Pareto charts, 5 Whys, etc.) Familiarity with lean six sigma processes Detail-oriented with a focus on accuracy in documentation. Able to manage various projects simultaneously, prioritize tasks and manage time effectively. Strong analytical and problem-solving skills. Strong Microsoft Office skills to include Outlook, SharePoint, Word, and Excel. Why Join Us: We offer an exciting and collaborative work environment with opportunities for growth and development. Here's what we provide: Competitive salary and benefits. Ongoing training and professional development. The chance to be part of a forward-thinking team in a rapidly growing industry. A culture that values innovation, teamwork, and your ideas. Our Benefits Include: Paid Time Off (PTO) starting at 25 days & Paid Holidays Medical, Dental and Vision Insurance 401k with Employer Match Group Life & Disability Health Spending Account Options Identity Protection Employee Assistance Program Travel Assistance Program Financial Wellness Program Tuition Reimbursement Paid Parental Leave Referral Bonus Program Gym Membership Reimbursement Hybrid Work Options Would you be a good fit for this exciting career ad