Product Support Specialist in VIGO Industries

Location: Remote / New York (full remote)
Hours: 8:00 AM - 5:00 PM EST (New York)

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About

VIGO Industries is an innovative company specializing in the production of premium sanitary ware: sinks, faucets, shower systems and accessories. The main office is located in Chelsea, New York. 
The company provides a  lifetime warranty on many of its products. 
VIGO values ​​innovation, quality, and providing exceptional customer service. 
vigoindustries

Main Responsibilities

• Accept escalated inquiries about problems with VIGO products via phone, e-mail or ticket system.

• Analyze customer complaints, determine the nature of the problem, classify it: whether it is covered by warranty service, whether it requires paid service service.

• Apply internal VIGO warranty policies to decide next steps.

• Document all actions and updates for each case in the system (e.g. Salesforce), maintaining high accuracy and clarity.

• Collaborate with Customer Experience (CX), Warranty and Sales Operations teams to ensure smooth flow of cases.

• Achieve internal KPIs by the quality of problem solving and the timing of closing requests.

Candidate requirements

• Experience in customer service or warranty support (preferably in companies that work with physical products, plumbing or equipment).

• Experience with CRM systems (for example, Salesforce) - to maintain cases.

• Good communication skills: ability to talk to customers on the phone and write clear emails.

• Ability to analyze technical or logistical problems, make decisions within the framework of warranty policies.

• Quality orientation, attention to detail, responsibility in documentation.

• Willingness to work during business hours EST (8:00 a.m. - 5:00 p.m.) subject to New York time zone coordination.

• High level of English - spoken and written.

Benefits and Benefits

• 14 days of vacation

• Technical

• Training

• Opportunity professional growth and development within a rapidly growing company.

• Working with a portfolio of high-quality innovative products.

• The opportunity to influence customer satisfaction and service quality by working on the “front” of warranty support.