POSITION SUMMARY:

The Customer Support Specialist provides first-line support and assistance for customers by troubleshooting and resolving technical issues. This position is also responsible for post-sale order management, providing customer training, and performing minor product repairs.

This position will work from a home office three days per week performing phone and chat support to customers. The other two days per week will work onsite performing technical product repairs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides customer support for Realityworks products, using standardized policies, procedures, and processes, primarily through chat, email, and phone correspondence
• Troubleshoots and resolves technical issues encountered by customers of all levels of technical knowledge and skill
• Identifies cause of product malfunction and performs product repair work, including repairing or replacing components when needed or as assigned
• Conducts product training and demonstrations to customers via video conference and webinar; occasionally provides product training and presale demonstrations at customer site
• Identifies and reports trending issues impacting product usability
• Proposes cross-sale and up-sell opportunities to customers, at times providing a quote or sales order
• Proactively follows up with customers to ensure there are no barriers to product usage
• Actively manages and prioritizes workload to ensure customer commitments are met in a timely manner with a high degree of accuracy

• Maintains a commitment to customer service with a positive and professional attitude
• Performs other additional duties as assigned or required

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to manage multiple demands and prioritize appropriately
• Excellent verbal and written communication skills
• Ability to work calmly under pressure
• High attention to detail
• Strong analytical and organizational skills
• Ability to problem-solve and troubleshoot effectively
• Ability and willingness to receive and provide suggestions for continuous improvement
• Excellent computer skills and aptitude to learn new software and technologies

REQUIRED QUALIFICATIONS:

• High School Diploma or its equivalent (GED)
• 1+ years of customer service, support, or sales experience
• Proficiency in using standard Microsoft Office applications, particularly Outlook, Word, and Excel

WORK LOCATION:

Realityworks, Inc. is located in Eau Claire, WI. This is a hybrid position, splitting time between working from a home office and working onsite at the corporate office, as assigned or required.

BENEFITS:

Realityworks values our employees and provides a generous benefits package, including:

• Employee Stock Ownership Plan (ESOP)
• Health, dental, and life insurance
• 401(k) retirement plan with company matching
• 20+ days paid time off
• 10 paid holidays per year
• Wellness programs including gym reimbursements and incentives to promote healthy living
• Medical and dependent care flexible spending accounts
• Long-term and short-term disability
• Tuition assistance
• Paid maternity/paternity/adoption leave
• Charitable giving opportunities, including paid volunteer time and matching gifts

ABOUT REALITYWORKS, INC.:
Realityworks is a 100% employee-owned company. We develop interactive, educational products that change lives. Our products and curricula are used in career & technical education, family & consumer sciences, health occupations, business education, welding instruction, social services, public health, the military, and more. Our experiential learning technology has been used around the world to improve and enhance social, emotional, and physical health.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, or protected veteran status. Realityworks, Inc. is a tobacco-free environment.