The Associate Customer Support Specialist is working towards becoming a Customer Support Specialist. Once initial onboarding is complete, it's all about passing coursework in Karmak Support University, understanding Support processes, building relationships with your team and other teams throughout the organization, working with high call volume while also meeting Support metric standards, and completing an on-site customer visit.
Essential Job Functions
• Being available in the phone queue to take customers' calls and answer emails promptly, providing front-line support to our customers.
• Create active conversations with customers to ensure mutual understanding of the customers' issues, assure them their problem has our attention, and communicate the intended action plan.
• Prioritize and address issues quickly, collaborating with appropriate resources as needed.
• Properly document all customer interactions and support activities (research, testing, internal correspondence, etc.) in Salesforce.
• Research or partner with Support Specialists, Analysts, or Senior Analysts to learn how to test "unknown" situations to determine the necessary fix or answer for a customer.
• Focus on general knowledge of Fusion's technical functionality, i.e., how it works, how it responds, and any upcoming changes being made to it
• Committed to learning and following Support Process- how to submit bugs, how to write a knowledge article, how to submit a quote, etc.
• Committed to achieving the title Customer Support Specialist.
Essential Knowledge, Skills, and Abilities
• Confident and professional communication, organization, and time management skills are required. Reliability and punctuality are highly valued.
• Passionate about delivering a quality customer experience- must be able to show empathy, convey care and concern for the customer, their business, and their issues.
• Must be self-motivated with high energy and a positive outlook.
• Must be detail-oriented and can work with others to solve problems.
• Must be able to recognize the need to escalate a case, contact, or account.
• Previous experience in a position with customer-facing responsibilities.
• Previous experience in an automotive or heavy-duty truck dealership is a plus.
• Prefer experience with Windows server & basic networking knowledge
• Good working knowledge of various PC software programs is required; experience with Microsoft Windows products and Salesforce is preferred.
• Travel to a customer site is required.
The above statements describe the general nature and level of work performed in this job. They are not intended to be an exhaustive list of all duties. Additional responsibilities may be assigned by Karmak.