Job Description

**Job Title: Customer Service /Call centre 

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**Duration: 12 Months (Possible extension)

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**Location: 301 Jackson Street Columbus, IN (47201

) Hybrid

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**Overview:

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**Job Summary

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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.

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**Key Responsibilities

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**Customer Support & Relationship Management

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• 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).

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**Issue Resolution & Escalation Management

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• 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.

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**Operational Excellence

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• 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.

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**Specialized Responsibilities

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• 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.

You should be proficient in:

• Customer Service
• call center
• cold calling