CARDIO Implementation & Customer Success Specialist

CARDIO Implementation & Customer Success Specialist# CARDIO Implementation & Customer Success Specialist Hot Job Tulsa, OK 74133## Overview Position Type Full Time Education Level4 Year Degree## Description
** Starting Salary: $48K year (or higher with listed technical experience)
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* Job Summary:

** This position is a versatile and customer-focused
** CAR
* * DIO Desk Support & Onboarding Specialist. This role is crucial in providing technical support and ensuring a smooth onboarding process for customers using
** CAR
* * DIO. This position requires a tech-savvy person with excellent communication skills and eagerness to take on additional tasks as needed to support our growing business.
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* Key Responsibilities:

**** Service Desk Support:
*** Provide first-level technical support to
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* * DIO customers via phone, email, and chat
* Diagnose and troubleshoot software-related issues, escalating complex problems to higher-level support when necessary
* Document and track support requests, resolutions, and follow-up actions in the ticketing system, ensuring issues are resolved in a timely manner
* Maintain a deep understanding of
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* * DIO to assist and train customers effectively, as well as proactively identify potential issues
* Collaborate with other teams, including our development, product, and customer success vendors, to resolve customer issues and improve user experience
** Onboarding Support**:
* Guide new customers through the onboarding process, ensuring they are set up for success with
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* * DIO* Conduct product training sessions and provide resources to help customers effectively use
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* * DIO* Work closely with the sales and account management teams to ensure a seamless transition from sale to onboarding
* Create and maintain onboarding documentation and resources for both internal use and customer reference
* Assist MTN and
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* * DIO team members as needed
** Technical Knowledge:
*** Proficiency with Jira, Excel (Pivot Tables, XLOOKUP), Canva, Notion, and Hub Spot
* Basic SQL skills are preferred
** Additional Responsibilities:
*** Participate in the development and improvement of support processes and tools
* Organize, curate, and interpret
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* * DIO reports
* Assist in creating and updating knowledge-based articles, manuals, and other support documentation, as well as create educational materials for dealerships and customers
* Contribute to special projects, including product testing, process optimization, customer feedback initiatives, onsite installations, marketing, and product demos and webinars
* Participate in quality assurance, compliance processes, testing new releases, and logging issues
* Support software updates and patches, communication changes, and potential impacts to users
* Collect and analyze data on user behavior, product usage, and support interactions to inform decision-making
* Participate in risk assessments and contribute to the development of mitigation strategies for potential product and service risks
* Participate in MTN training sessions, hosting events, meetings, and teaching
* Create
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* * DIO assets (customer and client plans and journeys), attachments, materials, Power Points, alerts, and memos, as well as aid in preparing
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* * DIO materials for installations
* Attend
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* * DIO meetings, take notes, and track action items
* Aid in
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* * DIO installs and client visits. This position requires periodic travel
* Complete any tasks assigned by Sr MTN leadership## Qualifications
** Key

Competencies:

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* ** Critical Thinking:**  + Analyze issues, identify root causes, and evaluate solutions to resolve technical and customer-related challenges efficiently.  + Use sound judgment to prioritize tasks, troubleshoot problems, and make informed decisions that support both customer satisfaction and operational effectiveness.
* ** Attention To Detail:
** Ensure all customer interactions and issues are documented accurately
* ** Teamwork:
** Collaborate effectively with various teams to ensure customer satisfaction and product improvements
* ** Flexibility:
** Open to taking on new challenges and tasks outside the standard scope of the role
* ** Time Management:
** Prioritize and manage multiple tasks efficiently in a fast-paced environment
* ** Communication

Skills:

**  + Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users  + A customer-first mindset with the ability to handle difficult situations professionally and empathetically
* ** Problem-Solving:
** Excellent analytical and troubleshooting skills, as well as a proactive approach to resolving issues
* ** Adaptability:**  + Ability to quickly learn new technologies and adapt to changing business needs  + Willingness to take on additional tasks and responsibilities as needed to support team and company goals
* ** Initiative & Ownership:**  + Proactively anticipate customer and team needs, identify opportunities for improvement, address challenges before they become…