Technology Customer Support Representative

Why Join Superfeet Worldwide?

Superfeet Worldwide is not just a workplace; it's an exceptional community driven by a deep commitment to positively impact lives. With over 40 years of innovation, we focus on delivering shape and support to enhance the well-being of all individuals. Our brand thrives on a harmonious blend of biomechanical science and technology, a genuine passion for helping people, and an infectious love for fun. At Superfeet, we see our employees as invaluable contributors, fostering an inclusive environment that inspires growth and innovation and challenges the status quo.

We believe in a well-rounded lifestyle and offer a comprehensive compensation package that includes 100% employer-paid medical, dental, vision, life insurance, and employee assistance program premiums. We support a healthy work-life balance by providing paid holidays, vacations, sick time, and paid opportunities for community volunteering. Moreover, we value our employees’ future and offer employer matches for traditional or ROTH 401(k) and a $1,000 annual contribution to the charity of their choice. As an employee, you can also enjoy discounts on our products (think free).

Joining Superfeet means bringing yourself to be part of a team dedicated to shaping not only the lives of our customers but also your exciting career journey.

Who Are We Looking For?

The Technology Support team serves four main groups: general consumers, Superfeet retailers, Superfeet Rx medical professionals, and the Superfeet team. The Technology Customer Support Representative is responsible for providing both technical assistance and personalized product support to each of these groups. The primary goal of the Technology Support team is to ensure a positive experience for our customers through excellent customer service. This position involves understanding and performing all tasks related to the daily operations of the Superfeet technology and 3D-printed products business. This role will support retail technology and Superfeet Rx medical technology customers.

What You’ll Do:

• Support retail and medical customers with technology hardware, personalized product order status, technical support related to Superfeet hardware and software, and additional support needs.
• Document support cases and resolutions.
• Follow and support technology and personalized product-related opportunities in Microsoft Dynamics 365.
• Update and maintain account information, including installations, serial numbers, and Technology Care Agreements.
• Update and maintain store information within the order management system.
• Support company promotions and initiatives of personalized products and technology solutions
• Collaborate with external partners, retailers, and medical professionals to assist customers.
• Update and maintain Standard Operating Procedure (SOP) notebooks.
• Use remote management software to support and monitor the health of Superfeet-covered hardware for retail technology customers.
• Process personalized product credit memos, customer warranties, and return authorizations.
• Provide customers with training and educational resources as needed, including initial onboarding and training presentations.
• Ensure personalized product orders through Superfeet's technology solutions are converted and fulfilled according to Service Level Agreement (SLA) expectations.
• Join technology support meetings to collaborate on ongoing projects and tasks.
• Manage customer calls, emails, and other daily tasks in a timely manner to meet SLA requirements.
• Make recommendations to management regarding recurring issues and procedural changes.
• Issue technical support and technology care package invoices.
• Enter technology hardware orders.

Your Skills and Abilities:

• Excellent interpersonal and customer service skills.
• Excellent verbal and written communication skills with the ability to describe complex information in a clear and concise manner (including presenting and communicating to medical professionals).
• Excellent organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite (Outlook, Excel, OneNote, Teams, Planner).
• Proficiency with CRM software (Microsoft Dynamics 365 preferred).
• Strong analytical and problem-solving skills.
• Ability to travel to the corporate office or other business-related events as needed

Qualifications:

• High school diploma or equivalent, preferred.
• 2+ years’ experience in customer service.
• Retail or specialty store experience, preferred.
• Experience with CRM software, Microsoft Dynamics 365 preferred.

Superfeet can welcome remote team members in non-sales roles in the following states:

• Washington
• Oregon
• California
• Colorado
• Nevada
• Ohio
• South Dakota
• Texas
• Wyoming.   

If you live in a state outside of the nine states listed above and you do not have plans to relocate to one of these states, unfortunately, we are unable to consider your application.  We appreciate your understanding.

Compensation: $17.00 - $20.00/Hour

Location:  Remote (or Hybrid depending on location).

As part of our standard hiring process for new employees, employment with Superfeet will be contingent upon the successful completion of a drug screen and background check. Candidates must be 18 years or older to apply. 

All applicants and employees will enjoy equality of opportunity and fair treatment without regard to race, color, age, religion, pregnancy, sex, sexual orientation, disability, gender identity, gender expression, national origin, genetic information, veteran status, marital status, or prior protected activity.