Senior Premium Support Specialist providing technical troubleshooting and customer support for Premium and Enterprise clients. Collaborating with internal teams to enhance customer outcomes and experience.
About the role
- Technical Customer Service Representative handling technical inquiries and support for Diversey products and services. Collaborate with internal teams to enhance customer satisfaction and resolve issues.
Responsibilities
- Create open communication with customers and field sales & service so that any changes or impact on customer expectations are timely communicated (i.e., timing of service, receipt of replacement parts, reporting)
- Answer incoming calls and emails that deal with Customers’ needs and expectations, identify and troubleshoot issues, provide product recommendations, educate on product and equipment usage
- As customer issues arrive, take ownership of concern(s), and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction
- Effectively and efficiently address customer’s special needs and requirements, including resolution of complaints and issues
- Provide support to field service and sales representatives and customers in the form of MSDS/SDS interpretation, specific product information (properties, usage, test factors etc.), cross reference of products, and standard documentation including product data sheets, titration procedures, labels, etc
- Identify trends with product/equipment issues and partner with cross functional departments to determine root cause and fix
- Draft communications using standard template format using information collected from internal resources such as manufacturing, quality control, supply chain, regulatory, R&D etc
- Active participant in on-going training to develop expertise (Subject Matter Expert)
- Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns
- Proactively develops and manages professional relationships with Customer contacts and internal organizations to develop a network of resources
- Resolves Customer feedback issues and involves the appropriate individuals or groups in the resolution of issues that are beyond the scope of the TCS and ensures closure
- Adheres and follows all related ISO procedures
- Communicate frequently with management to escalate issues or concerns
- Approach to make recommendations and implement improvements to existing processes
- Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers
Requirements
- Fluent in French and English
- High school diploma or equivalent required; Associate degree or relevant coursework preferred
- 0–2 years of experience in Customer Service, Call Center, Help Desk, or other customer-facing role
- Demonstrated interest in technical support with the ability to learn product, equipment, and system knowledge
- Troubleshooting and problem‑solving skills with guidance from documented procedures and senior team members
- Clear verbal and written communication skills with the ability to explain information in a professional, customer‑friendly manner
- Ability to manage multiple tasks, follow established processes, and meet defined KPIs
- Customer‑focused mindset with a willingness to take ownership of issues through resolution or escalation
- Comfortable using standard tools such as CRM systems (SAP, Salesforce), knowledge bases, and Microsoft Office applications
- Ability to follow documented procedures including ISO requirements, policies, and regulatory guidelines
- Willingness to participate in ongoing training and develop foundational subject matter expertise
Benefits
- medical
- dental
- vision
- 401K
- numerous opportunities for professional growth and development
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