Customer Product Support Agent

Job Title: Customer Product Support Agent

Job ID: 26-05071

Location: Columbus, IN, 47201 (Hybrid: 60% onsite. Standard business hours)

Duration: 12 Months on W2 Contract

Job Description

Job Summary

The Digital Customer Support Specialist is responsible for delivering exceptional customer support for Client Digital Products and Services. This role serves as a primary point of contact for customers, end users, Client 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 Client' digital ecosystem.

Key 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 OneC 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

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 Client Digital Products and Services.

Improvements Made

• Replaced informal language with HR-ready corporate terminology.
• Organized responsibilities into logical competency-based sections.
• Clarified scope of support, stakeholder interactions, and technical responsibilities.
• Added leadership-friendly language around customer experience, operational excellence, analytics, and continuous improvement.
• Standardized formatting and terminology for use in job postings, internal role descriptions, or compensation reviews.

Contact:

Madhu Sudhan J: madhu.s@sunrisesys.com | 319-242-4032 | URL: www.sunrisesys.com