We are seeking a Customer Product Support Agent to provide technical and customer support for Client's Digital Products and Services. This role serves as a primary point of contact for customers, dealers, distributors, and internal stakeholders worldwide.
The ideal candidate will have strong technical troubleshooting, customer service, analytical, and communication skills, with the ability to investigate issues, manage escalations, and collaborate with technical teams to deliver timely solutions.
Job Responsibilities
Customer Support:
Provide professional customer support through email, Microsoft Teams, Zoom, and other approved channels.
Assist customers with product functionality, usage, onboarding, and troubleshooting.
Build positive customer relationships and promote successful product adoption.
Document customer interactions and cases accurately in Salesforce.
Issue Resolution & Escalations:
Investigate, troubleshoot, and resolve customer-reported technical issues.
Escalate complex issues through established support procedures with detailed troubleshooting documentation.
Collaborate with Product Management, Software Engineering, Middleware, Operations, LDAP, QSOL, and other technical teams.
Follow established customer support standards and service-level expectations.
Digital Product Support:
Provide technical support for client's digital products and service tools, including:
Guidanz Service Event Management
Guidanz Digital Tool Kit (DTK)
INSITE
PowerSpec
Data Link Adapters
CSAR
Marketplace Applications
Technical Support:
Support user registration, onboarding, and access-related issues.
Troubleshoot software functionality, data, account, and system integration issues.
Coordinate with Customer Care, Service Providers, Product Management, and Software Development teams.
Serve as a subject matter resource for digital product questions.
Testing & Continuous Improvement:
Participate in User Acceptance Testing (UAT) and field testing.
Validate new features, enhancements, and system updates.
Identify opportunities to improve support processes and customer experience.
Provide feedback to improve product quality and usability.
Reporting & Analytics:
Analyze customer support trends, data, and performance metrics.
Identify recurring issues and improvement opportunities.
Prepare weekly operational and performance reports for leadership.
Maintain data quality and accuracy across support systems.
Numbers & Facts
Location
Columbus, IN
Job Type
Contractor
Salary
$16–$18 Per Hour
Year Founded
null
Qualifications
Experience in customer support, technical support, product support, or a similar role.
Strong troubleshooting and problem-solving skills.
Ability to investigate and resolve technical customer issues.
Experience managing customer escalations.
Strong written and verbal communication skills.
Ability to work with multiple teams and stakeholders.
Experience documenting cases in CRM/ticketing systems; Salesforce preferred.
Strong analytical and reporting skills.
Ability to learn and support digital products and software applications.
Experience with UAT, product testing, or software validation is a plus.
Strong customer-service mindset and ability to work in a fast-paced environment.
About Company
Compunnel Inc boasts over three decades of experience collaborating with leading global enterprises to meet their needs for flexible workforce solutions and on-demand talent. We are a worldwide organization offering strategic workforce management, IT consulting, and on-demand talent services. Our specialization lies in serving various sectors including Financial Services, Healthcare, IT, Life Sciences, Aerospace & Defense, Energy, Retail, Telecom, Manufacturing, and Engineering.
Skills
Customer Support/Service
Technical Support
CRM
SalesForce
Customer Escalations
ticketing system
UAT
Product Testing
Continuous Improvement
user registration
Skills
Analysis Skillsunmatched
Communication Skillsunmatched
Customer Relationsunmatched
Customer Support/Serviceunmatched
Distribution Channelunmatched
Identify Issuesunmatched
Product Supportunmatched
Technical Deliveryunmatched
Technical Supportunmatched
Time Managementunmatched
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