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

Employment type
Full-Time

Work arrangement
No