Customer Support Specialist (Partners)

About the position

The Support Specialist is all about high call volume and First Contact Resolution (FCR). They partner with Support Analysts and Senior Analysts to collaborate on more complex issues and, when necessary, handoff issues that need further research. Their overall knowledge of the product grows daily.

Responsibilities

• Being available in the phone queue to take customer's calls as well as answering emails and live chats 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
• Partner with Support Analysts, Senior Analysts, Liaisons, and the Database team to test situations that are 'unknown' to determine the necessary fix or answer for a customer
• An understanding of when to hand off an issue to an Analyst or Senior Analyst
• Focus on general knowledge of the product, specializing in one or more applications, i.e., how it works, how it responds, and any upcoming changes being made to it
• Shows a commitment to following Support Processes (how to submit bugs, how to write a knowledge article, how to submit a quote, etc.) and communicating when a process is not working or a new process needs to be created
• Resource for training new Associate Support Specialists
• Commitment to the quality of data within Salesforce, i.e., Salesforce Knowledge Articles, etc.
• Understand the software installation processes, which include application, technical and testing abilities
• Educate other team members, company employees, vendors, or 3rd party partners on products and services Partner Solutions provides

Requirements

• Confident/professional communication, organization, and time management skills are required
• Reliability and punctuality are highly valued
• Passionate about delivering a quality customer experience, i.e., must have a track record of showing empathy, conveying care and concern for the customer, their business, and their issues
• Demonstrates an understanding of how the application fits the customers' business needs
• Must be self-motivated with high energy and a positive outlook
• Must remain composed when taking a high volume of calls
• Must be detailed oriented and able to work with others to solve problems
• Must be able to recognize the need to escalate a case, contact, or account
• Demonstrates good working knowledge of the various Support software programs is required (Fusion, Salesforce, Outlook, Word, Excel, Slack Ring Central, etc.)
• Familiar with Heavy Duty OEM/3rd Party software like Decisiv, WHI, DTNA OWL, Volvo UCHP, Datalliance, etc.
• Basic knowledge of SQL and middleware technologies (Example: Adeptia)
• Occasional after-hours or travel may be required