CARDIO Implementation & Customer Success Specialist

NELSON AUTO GROUP•Tulsa, OK

43d•Onsite

About The Position

This position is a versatile and customer-focused CARDIO Desk Support & Onboarding Specialist. This role is crucial in providing technical support and ensuring a smooth onboarding process for customers using CARDIO. This position requires a tech-savvy person with excellent communication skills and eagerness to take on additional tasks as needed to support our growing business.

Requirements

Proficiency with Jira, Excel (PivotTables, XLOOKUP), Canva, Notion, and HubSpot
Basic SQL skills are preferred
Critical Thinking: Analyze issues, identify root causes, and evaluate solutions to resolve technical and customer-related challenges efficiently. Use sound judgment to prioritize tasks, troubleshoot problems, and make informed decisions that support both customer satisfaction and operational effectiveness.
Attention To Detail: Ensure all customer interactions and issues are documented accurately
Teamwork: Collaborate effectively with various teams to ensure customer satisfaction and product improvements
Flexibility: Open to taking on new challenges and tasks outside the standard scope of the role
Time Management: Prioritize and manage multiple tasks efficiently in a fast-paced environment
Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
A customer-first mindset with the ability to handle difficult situations professionally and empathetically
Problem-Solving: Excellent analytical and troubleshooting skills, as well as a proactive approach to resolving issues
Adaptability: Ability to quickly learn new technologies and adapt to changing business needs
Willingness to take on additional tasks and responsibilities as needed to support team and company goals
Initiative & Ownership: Proactively anticipate customer and team needs, identify opportunities for improvement, address challenges before they become problems, and take ownership of responsibilities. Demonstrate accountability by following through on tasks, resolving issues, and ensuring commitments are completed in a timely and effective manner.

Nice To Haves

Listed technical experience

Responsibilities

Provide first-level technical support to CARDIO customers via phone, email, and chat
Diagnose and troubleshoot software-related issues, escalating complex problems to higher-level support when necessary
Document and track support requests, resolutions, and follow-up actions in the ticketing system, ensuring issues are resolved in a timely manner
Maintain a deep understanding of CARDIO to assist and train customers effectively, as well as proactively identify potential issues
Collaborate with other teams, including our development, product, and customer success vendors, to resolve customer issues and improve user experience
Guide new customers through the onboarding process, ensuring they are set up for success with CARDIO
Conduct product training sessions and provide resources to help customers effectively use CARDIO
Work closely with the sales and account management teams to ensure a seamless transition from sale to onboarding
Create and maintain onboarding documentation and resources for both internal use and customer reference
Assist MTN and CARDIO team members as needed
Participate in the development and improvement of support processes and tools
Organize, curate, and interpret CARDIO reports
Assist in creating and updating knowledge-based articles, manuals, and other support documentation, as well as create educational materials for dealerships and customers
Contribute to special projects, including product testing, process optimization, customer feedback initiatives, onsite installations, marketing, and product demos and webinars
Participate in quality assurance, compliance processes, testing new releases, and logging issues
Support software updates and patches, communication changes, and potential impacts to users
Collect and analyze data on user behavior, product usage, and support interactions to inform decision-making
Participate in risk assessments and contribute to the development of mitigation strategies for potential product and service risks
Participate in MTN training sessions, hosting events, meetings, and teaching
Create CARDIO assets (customer and client plans and journeys), attachments, materials, PowerPoints, alerts, and memos, as well as aid in preparing CARDIO materials for installations
Attend CARDIO meetings, take notes, and track action items
Aid in CARDIO installs and client visits. This position requires periodic travel
Complete any tasks assigned by Sr MTN leadership