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Customer Product Support Agent
ICONMA, LLC
- 🇺🇸 United States
- Hybrid
- 4 hours ago
- $14.93 – $17.93 / hour
- Salesforce
- LDAP
4 hours ago
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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 Client 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 One Management Tool (Salesforce).
- Issue Resolution & Escalation Management
- Investigate, troubleshoot, and resolve customer-reported issues through a comprehensive understanding of Client 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 Client ' 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 Client ' Global Electronic Service Tools and related digital service applications, including:
- Guidanz Service Event Management
- Guidanz Digital Tool Kit (DTK)
- INSITE
- PowerSpec
- Client Diagnostic System (CDS)
- Data Link Adapters
- CSAR
- Marketplace Applications
- Primary customers include Client 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.
Requirements:
- 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 Client Digital Products and Services.
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Customer Product Support Agent · ICONMA, LLC