Customer Support Specialist

Customer Service Project Specialist

Location:

Cary, NC 27511 (Hybrid – 3 days onsite, 2 remote)

Duration: 12+ Months (Extendable)

Pay Rate: $28.00 – $30.00/hr on W2 without benefits

Base Pay Range: $28.00/hr – $30.00/hr

About the role:

We are seeking a customer‑focused, tech‑savvy professional to join our team on a temporary basis to drive successful adoption of our customer‑facing digital platforms — primarily our next‑generation customer portal and our existing e‑commerce parts‑ordering platform.

The role will act as the frontline “digital concierge” for new and existing customers, removing registration and access friction, delivering live demos, and representing all online services with professionalism and enthusiasm.

• Back‑end support for online tools and customer‑facing activities.
• Assist with portal registration, SAP connectivity/data issues, and customer onboarding.
• Respond to customer surveys, help navigate websites, and possibly conduct product demos.
• Proactively reach out to customers (phone, email, video calls) who have started but not completed registration on our customer portal or the e‑commerce platform.
• Conduct 1:1 and small‑group live demos of our customer portal and the e‑commerce platform (via Teams or similar).
• Guide customers through initial setup, account configuration, and first‑time part ordering or service requests.
• Document common obstacles and feedback; collaborate with product, engineering, and support teams to eliminate recurring issues.
• Create and maintain lightweight self‑help resources (short video tutorials, FAQ updates, step‑by‑step guides) based on real customer pain points.
• Serve as the “voice of the customer” for our customer portal during and synching with the team.
• Track and report key onboarding metrics (registration completion rate, time‑to‑first‑order, demo‑to‑activation rate, OSAT from supported customers).

• Digital skill set (comfortable with technology, online services).
• Customer‑facing communication (written and verbal).
• Ability to lead small product demos.

• SAP experience, e‑commerce/marketing background, interest in healthcare.

• 2+ years in customer success, technical support, onboarding, or sales engineering roles (SaaS or e‑commerce experience strongly preferred).
• Proven ability to explain technical concepts to non‑technical users in a clear, patient, and confident manner.
• Comfortable delivering live product demos and training sessions over video conferencing tools.
• Excellent written and verbal communication skills — required for daily customer emails and lightweight documentation.
• Strong organizational skills and attention to detail; able to manage 20–30 customer interactions per day while maintaining quality.

• Empathetic problem‑solver who genuinely enjoys helping people succeed with new technology.
• Self‑starter who thrives in a fast‑moving, ambiguous environment (brand‑new platform rollout).
• Team player willing to jump on whatever is needed to make the customer experience excellent.