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 Client Digital Products and Services. This position provides advanced technical support for Client ' Global Electronic Service Tools and related digital service applications, including: Guidanz Service Event Management.
Numbers & Facts
Location
Columbus, IN
Description
Our Client, a Global Power Technology Leader company, is looking for a Customer Product Support Agent for their Columbus, IN / Hybrid location.
Responsibilities:
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 One 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.
Specialized Responsibilities
This position provides advanced technical support for Client ' Global Electronic Service Tools and related digital service applications, including:
Guidanz Service Event Management
Guidanz Digital Tool Kit (DTK)
INSITE
PowerSpec
Client Diagnostic System (CDS)
Data Link Adapters
CSAR
Marketplace Applications
Primary customers include Client 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.
Requirements:
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 Client Digital Products and Services.