Analyst, CBG PACE Tier 2

About the role

The Product Application Support Representative provides advanced technical support for a 3M division, acting as an escalation point for complex customer inquiries and product complaints. The role serves customers, business partners, and internal stakeholders via phone and electronic channels.

Key responsibilities

• Serve as primary liaison for 3M customers, handling complex, non‑routine, and escalated inquiries.
• Communicate through phone, live chat, and written channels, adapting style to case complexity.
• Document interactions, case details, actions, and resolutions in CRM and other systems.
• Investigate and resolve complex product or service issues through research and collaboration.
• Support brand protection by ensuring timely issue resolution and accurate escalation.
• Participate in business reviews, providing case insights and improvement recommendations.
• Identify recurring issues and process gaps to recommend service quality improvements.
• Generate sales leads and promote relevant 3M solutions.

Required profile

• Bachelor’s degree or higher.
• Minimum two years of experience in customer service, technical support, product application support, or related fields.
• Experience handling complex or escalated customer inquiries.
• Excellent English communication skills, both written and verbal.

Required skills

• Knowledge of Salesforce CRM or similar customer relationship management systems.
• Proficiency with Microsoft Office applications and general PC tools.