Digital Customer Support Specialist

Pay Range: $12.92hr - $17.92hr

Job Overview:

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

Key Responsibilities:

• 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 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 management tool (Salesforce).

Issue Resolution & Escalation Management:

• Investigate, troubleshoot, and resolve customer-reported issues through a comprehensive understanding of 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 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 global electronic service tools and related digital service applications, including: Guidanz Service Event Management, Guidanz Digital Tool Kit (DTK), INSITE, PowerSpec, Diagnostic System (CDS), Data Link Adapters, CSAR, and Marketplace Applications. Primary customers include 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:

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 Digital Products and Services.

• 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.