Customer Support Specialist - PartsTech

About the role

Provides onboarding training to new PartsTech clients, and customer support & education for existing PartsTech customers through phone, email or virtual meetings. Resolves basic product and system/technical issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources.

Responsibilities

• Responds to incoming requests from customers for product information and support; resolves basic client issues via phone and e-mail.
• Performs remote troubleshooting if needed, through diagnostic techniques and pertinent questions.
• Installs data uploading and integration tools through remote access of customers computer.
• Utilizes available opportunities to provide influential information and best practices to customers that could result in additional product sales or upgrades; forwards sales lead opportunities to Direct Sales to support revenue generation.
• Directs unresolved issues through the escalation process, including providing status updates to customers.
• Documents all customer interactions and related notes in the CRM, in a timely and accurate manner.
• Provides personalized onboarding training and education to customers designed to maximize engagement and drive usage of the PartsTech solution.

Requirements

• High school diploma or GED (General Educational Development).
• At least 2 years of general customer service/support experience.
• Willing and able to attend virtual meetings with the laptop camera turned on.

Skills

• Skilled in active listening and serving as an empathetic customer advocate.
• Good problem solving and troubleshooting skills.
• Strong interpersonal skills and can establish trusting relationships with customers and be seen as a credible advisor.
• Excellent attention to detail and accuracy.
• Able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration.
• Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.
• Able to effectively work and thrive in a remote/hybrid work environment that has limited opportunities for in-person interactions.