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Product Specialist III
Posted: 07/08/2025
Job Number: 40935
Job Description
Product Specialist III
Onsite
Summary:
The Service Operations Team is seeking a Product Specialist to help our customers achieve success by understanding their needs and responding quickly and effectively to requests. We are looking for someone who is a strong and passionate advocate for our customers while managing escalations and communications with Engineering, Quality, Reliability, Product Management, Quality, Legal, and Marketing teams.
Responsibilities:
Pay range is $29 - $34 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
This position comes with full benefits, including medical, dental, vision, life, 401k and more!
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
Onsite
Summary:
The Service Operations Team is seeking a Product Specialist to help our customers achieve success by understanding their needs and responding quickly and effectively to requests. We are looking for someone who is a strong and passionate advocate for our customers while managing escalations and communications with Engineering, Quality, Reliability, Product Management, Quality, Legal, and Marketing teams.
Responsibilities:
- Drive our consumer technical support strategy and establish processes to optimize for customer satisfaction.
- Own technical support escalations via our established ticketing system.
- Partner with Customer Support to optimize technical support escalation flows.
- Act as a liaison between Customer Support and engineers.
- As required, work through and own advanced Tier 3 customer-related issues through to resolution.
- Develop and support Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions.
- Provide feedback on customer support training and quality improvements needed at vendor partner locations.
- Compile and analyze Voice of the Customer reports.
- Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to cross-functional teams including Engineering, Quality, and Reliability.
- Participate in product dogfooding or demonstration to provide feedback from a customer perspective.
- Communicate the impact of product changes during monthly software release to Customer Support.
- Create Business Requirements Document (BRD) for tooling changes for Customer Support agents to better serve customers.
- Work cross-functionally with XFN Stakeholders, beta test teams, special projects groups, B2B sales teams, etc. as a primary support Point of Contact (POC).
- BS or MS degree in Business or technical discipline.
- 5+ years of experience in Technical Support, Customer Service, or related field.
- Experience in communicating technical content and analytical insights to audiences.
- Experience in using data to influence decisions.
- Experience in driving results, motivating, and instilling a sense of urgency in others.
- Experience building cross-functional relationships at all levels of the organization.
- Achieve results with minimal supervision.
- Experience in Consumer Electronics.
- Experience working well independently and with self-guided direction.
- Team player.
- Experience understanding enterprise customer needs.
- Experience thinking on your feet.
Pay range is $29 - $34 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
This position comes with full benefits, including medical, dental, vision, life, 401k and more!
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
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