Digital Customer Support Specialist

Digital Customer Support Specialist

The Digital Customer Support Specialist is responsible for delivering exceptional customer support for CLIENT Digital Products and Services. This role serves as a primary point of contact for customers, end users, CLIENT 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 CLIENT's digital ecosystem.

Required Technical

Skills:

• Guidanz Service Event Management
• Guidanz Digital Tool Kit (DTK)
• INSITE
• Power Spec
• CLIENT Diagnostic System (CDS)
• Data Link Adapters
• CSAR
• Marketplace Applications

Primary customers include CLIENT distributors, dealers, internal stakeholders, and end users worldwide.

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 OneC 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.

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.

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