Customer Support Specialist - PartsTech

Job Summary

Provides onboarding training to new PartsTech clients, andcustomer support & education for existing PartsTech customers through phone, email or virtual meetings. Resolves basic product and system/technical issues through effectivecommunication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources.

Key Responsibilities

• Responds to incoming requests from customers for product information and support; resolves basic client issues via phone and e-mail.
• Performs remote troubleshooting if needed, through diagnostic techniques and pertinent questions. Installs data uploading and integration tools through remote access of customers computer.
• Utilizes available opportunities to provide influential informationand best practices to customers that could result in additional product sales or upgrades; forwards sales lead opportunities to Direct Sales to support revenue generation.
• Directs unresolved issues through the escalation process, including providing status updates to customers.
• Documents all customer interactions and related notes in the CRM, in a timely and accurate manner.
• Providespersonalized onboarding training and education to customers designed to maximize engagement and drive usage of the PartsTechsolution.

Education

Requires a high school diploma or GED (General Educational Development).

Experience

At least 2 years of general customer service/support experience is required

Must also be able to demonstrate the following skills and abilities:

• Skilled in active listening and serving as an empathetic customer advocate.
• Good problem solving and troubleshooting skills.
• Strong interpersonalskills and can establish trusting relationships with customers and be seen as a credible advisor.
• Excellent attention to detail and accuracy.
• Able to communicate in a respectful,positive and constructive manner, even during times of challenge and frustration. 
• Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.
• Able to effectively work and thrive in a remote/hybrid work environment that has limited opportunities for in-person interactions.

Special Position Requirements 

• Willing and able to attend virtual meetings with the laptop camera turned on.