Customer Product Support Agent

Customer Product Support Agent

Kelly is seeking a Customer Product Support Agent to support Digital Products and Services. This role assists customers, distributors, dealers, and end users worldwide with product questions, troubleshooting, account access, and issue resolution.

Responsibilities:

• Provide professional support through email, Microsoft Teams, Zoom, and other approved channels.
• Troubleshoot issues with digital service tools and applications, document cases in Salesforce, and escalate complex issues to the appropriate teams.
• Support user registration, onboarding, and access-related requests.
• Collaborate with customer care, product, software, and technical teams to resolve issues.
• Participate in product testing and user acceptance testing.
• Review support trends and prepare weekly performance reports.
• Follow customer support procedures, service expectations, and company standards.

Products supported may include Guidanz, INSITE, Power Spec, Client Specific Diagnostic System (CDS), Data Link Adapters, CSAR, and Marketplace Applications.

Key skills:

• Customer service
• Technical troubleshooting
• Clear communication
• Problem solving
• Documentation
• Data analysis
• Cross-functional collaboration