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H

Call Center / Customer Service III

HireTalent
  • 🇺🇸 United States
  • On-site
  • 8 hours ago
  • Salesforce
  • LDAP
8 hours ago
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Not enough detail in this posting to match

Job Title: Customer Product Support Agent
Job Location: Columbus, IN 47201
Job Duration: 12 Months on W2
Hybrid: 60% onsite; Standard business hours

Job Summary:
  • The Digital Customer Support Specialist is responsible for delivering exceptional customer support for *** Digital Products and Services.
  • This role serves as a primary point of contact for customers, end users, *** Distribution, and Dealer channels worldwide, ensuring timely issue resolution, product adoption, and a positive customer experience.
  • The position requires strong technical proficiency, analytical problem-solving skills, and collaboration across multiple business and technology teams to support ***' digital ecosystem.

Key Responsibilities:
Customer Support & Relationship Management:
  • Deliver responsive, professional support to customers through multiple communication channels, including email, Microsoft Teams, Zoom, and other approved platforms.
  • Develop and maintain positive customer relationships that enhance confidence in and loyalty to *** digital products and services.
  • Educate users on product functionality, best practices, and business value to promote successful adoption and utilization.
  • Ensure all customer interactions and case activities are accurately documented within the OneC Management Tool (Salesforce).
Issue Resolution & Escalation Management:
  • Investigate, troubleshoot, and resolve customer-reported issues through a comprehensive understanding of *** systems, processes, products, and support procedures.
  • Escalate complex issues through established support processes, providing detailed documentation of troubleshooting activities, findings, and recommended actions.
  • Collaborate with Product Management, Product Support, Software Engineering, Middleware, Operations Web, LDAP, QSOL, and other support organizations to drive timely resolution of customer issues.
  • Adhere to ***' Code of Conduct, customer support standards, and service-level expectations.
Operational Excellence:
  • Support achievement of customer satisfaction, quality, and response-time objectives.
  • Participate in continuous improvement initiatives to enhance support processes, customer experience, and operational efficiency.
  • Maintain knowledge of contact center policies, procedures, and support best practices.
  • Provide regular reporting and analysis of key support metrics and performance indicators.
Specialized Responsibilities:
This position provides advanced technical support for ***' Global Electronic Service Tools and related digital service applications, including:
  • *** Service Event Management
  • *** Digital Tool Kit (DTK)
  • INSITE
  • PowerSpec
  • *** Diagnostic System (CDS)
  • Data Link Adapters
  • CSAR
  • Marketplace Applications
  • Primary customers include *** distributors, dealers, internal stakeholders, and end users worldwide.
Technical Support Responsibilities:
  • Serve as a subject matter resource for digital product inquiries, functionality questions, and technical troubleshooting.
  • Manage and support user registration, onboarding, and access-related activities.
  • Investigate application issues involving software functionality, data ingestion, account management, and system integrations.
  • Coordinate cross-functional resolution efforts involving Customer Care, Service Providers, Product Management, Software Development, and other technical teams.
Testing & Product Improvement:
  • Participate in field testing and User Acceptance Testing (UAT) activities within non-production environments.
  • Validate enhancements, new features, and system updates prior to production release.
  • Provide customer-focused feedback and operational insights to improve product quality, usability, and overall customer experience.
Analytics & Reporting:
  • Analyze customer support data, trends, and operational metrics to identify improvement opportunities and business insights.
  • Assess data quality and leverage analytical tools to support decision-making and continuous improvement efforts.
  • Prepare and deliver weekly performance and operational reports for leadership and key stakeholders.
Key Competencies:
  • Customer Focus
  • Technical Troubleshooting and Problem Solving
  • Digital Product Support
  • Data Analysis and Reporting
  • Cross-Functional Collaboration
  • Communication and Relationship Management
  • Continuous Improvement
  • Process Adherence and Documentation
  • Critical Thinking and Decision Making
  • Product Testing and Validation
This role requires a customer-centric professional who can effectively balance technical expertise, analytical problem-solving, and stakeholder collaboration to ensure successful support and continuous improvement of *** Digital Products and Services.

Call Center / Customer Service III · HireTalent

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