Customer Product Support Agent

Our Client a Global Power Technology Leader company is looking for a Customer Product Support Agent for their Columbus IN / Hybrid location.

• 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.

• 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.

• Excellent growth and advancement opportunities

Required Experience:

Unclear Seniority