Job Description
Our Client, a Global Power Technology Leader company, is looking for a Customer Product Support Agent for their Columbus, IN / Hybrid location.
Responsibilities:
Requirements:
Why Should You Apply?
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.
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Numbers & Facts
| Location | Columbus, IN |
| Industry | Management Consulting Services |
| Salary | $14.93–$17.93 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Benefits
401K, Employee Referral Program, Life Insurance
About Company
ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.
- Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
- Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
- Founded in 2000
- 2000+ Employees
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.
Skills
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