Call Center​/Customer Service III

Customer Product Support Agent

Job Location:

Columbus, IN 47201 Job Duration: 12 Months on W2 Hybrid: 60% onsite;
Standard business hours

Job Summary:

• 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 the digital ecosystem.

Key Responsibilities:

• 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).

Issue Resolution & Escalation Management:

• 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.

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.

Specialized Responsibilities:

This position provides advanced technical support for Global Electronic Service Tools and related digital service applications, including:

• Service Event Management
• Digital Tool Kit (DTK)
• INSITE
• Power Spec
• Diagnostic System (CDS)
• Data Link Adapters
• CSAR
• Marketplace Applications
• Primary customers include distributors, dealers, internal stakeholders, and end users worldwide.

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.

Key

Competencies:

• 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.