Product support technician

Job Responsibilities:

Live Technical Support:

• Assist the Customer Service team in troubleshooting customer issues, responding promptly and accurately through internal chat and email
• Troubleshoot product issues directly with customers via phone or email, joining customer calls proactively, and directly handle escalated cases that require greater technical expertise
• Remain professional, calm, and composed with challenging customers and difficult conversations
• Maintain and communicate product support coverage among the Product Support team
• Schedule flexibility for two workdays until 7pm and alternating Saturdays 10am-2pm

Technical Resource Maintenance:

• Create, organize, and maintain digital technical resources (FAQs, troubleshooting guides, best practice guides, videos, and other documentation) that support the Customer Service team and customers directly
• Keep guides and CS tool data current as new products launch, existing products are revised, and new brands or product lines are acquired
• Maintain ownership and responsibility for product specifications: log, track, and update product spec Sheets as new products are launched and current products are revised
• Organize and maintain a physical library of current VIVO and VIVO-owned brand products, tracking and updating new SKUs, discontinued SKUs, and product versions
• Identify gaps and recurring product issue patterns, and propose or create new resources based on their impact to customer experience and internal efficiency

Operational Support:

• Complete accurate marketing measurements for new products and key revisions within established timing standards, and provide the Marketing team with technical guidance on product content as needed
• Verify factory inspection reports for new production items, screening for quality issues before products reach customers
• Assist the product manuals team as needed, including technical content, review, and cross-training
• Assist Quality/Customer Experience and Engineering as needed: use AI-assisted tools to analyze customer feedback (reviews, return comments, etc.) and product issue patterns, support quality investigations and Account Health issues
• Build and maintain the long-term data infrastructure that supports AI initiatives: collect, structure, and prepare product data and feedback for AI readiness, and review AI outputs and provide accuracy feedback
• Participate in documenting key Product Support processes and in department status reporting and process improvement efforts

Core Values:

• Integrity: Developing relationships on the foundation of trust and upstanding character.
• Initiative: Having a work ethic that is proactive in seeing and improving company needs.
• Invested: Devoting our time, talents, and ingenuity into making VIVO the best it can be.
• Adaptive: Having the courage to boldly take risks and grow in an ever-changing market.
• Respect: Placing value in others to foster an environment of mutual compassion and synergy.
• Serve: Working together to nurture a culture of humility as we give back to others.

Skills & Qualifications:

• High school diploma required
• Demonstrated ability in problem solving and troubleshooting strongly preferred
• Proficiency with Google Workspace applications (Docs, Sheets, Slides, etc) or Microsoft Office applications (Word, Excel, PowerPoint, etc)
• Experience with, aptitude, or willingness to learn AI tools

Working Conditions:

• Walking, pushing, pulling, and visual acuity to inspect products and equipment
• Ability to lift and exert up to 50 pounds of force
• Ability to frequently scale one flight of stairs while carrying VIVO products up to 30 pounds
• Subject to noise, temperature changes, dust, and other warehouse conditions