PT
Hybrid- Customer Product Support Agent
Primary Talent Partners
- 🇺🇸 United States
- Hybrid
- 9 hours ago
- ACA
- Salesforce
- LDAP
9 hours ago
Pay:$17.50/hr; W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment. Candidates must be legally authorized to work in the United States and must be able to sit on Primary Talent Partners W2 without sponsorship.
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Schedule:Â Hybrid: 60% onsite. Standard business hours
Description:
- 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).
- 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.
- 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.
This position provides advanced technical support for Global Electronic Service Tools and related digital service applications, including:
- Guidanz Service Event Management
- Guidanz 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.
- 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.
- 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.
- 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.
- 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.
- Improvements Made
- Replaced informal language with HR-ready corporate terminology.
- Organized responsibilities into logical competency-based sections.
- Clarified scope of support, stakeholder interactions, and technical responsibilities.
- Added leadership-friendly language around customer experience, operational excellence, analytics, and continuous improvement.
- Standardized formatting and terminology for use in job postings, internal role descriptions, or compensation reviews.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at info@primarytalentpartners.com
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Hybrid- Customer Product Support Agent · Primary Talent Partners