Customer Support Specialist I/II - The Toro Company

The Toro Company•Abilene, TX

4d•Onsite

About The Position

The Customer Support Specialist independently manages moderately complex customer and distributor inquiries, using critical thinking, sound judgment, and established procedures to resolve issues, determine when escalation is appropriate, and maintain ownership through resolution. The role supports customers, channel partners, and internal stakeholders by maintaining account and customer information, responding to phone and electronic inquiries, providing Level 1 troubleshooting, administering subscriptions and accounts, documenting cases, and coordinating with technical and cross-functional teams when additional expertise is needed. Specialist II applies a strong understanding of products, systems, and business processes to deliver effective solutions, guide support best practices, share knowledge, and help improve processes, documentation, and knowledge management across Commercial Customer Care. The position is based in Abilene, Texas. Work is primarily performed in an office or remote customer-support environment, with extended computer and telephone/headset use. Work schedules may align with customer-support coverage needs and occasionally require flexibility for training, product launches, critical issues, or other business needs. Limited travel may be required for training, customer or distributor exposure, team meetings, and other business activities. Physical requirements and site-specific conditions will be confirmed based on the final position location and company standards.

Requirements

For Customer Support Specialist I: at least 1–3 years of experience in a phone-based customer support environment.
Strong customer orientation and ability to build trust and provide clear, respectful support.
Excellent verbal, written, listening, and telephone communication skills, including ability to explain technical or process information to non-technical users.
Practical troubleshooting, critical-thinking, and decision-making skills, including knowing when and how to escalate an issue.
Ability to learn Commercial products, proprietary software, mechanical concepts, support policies, and business processes.
Accurate documentation, organization, time-management, and follow-through skills in a multi-channel support environment.
Ability to collaborate across Customer Care, Technical Assistance, product, sales, service, finance, and other partner teams.
Ability to remain composed and productive during difficult, sensitive, or high-volume situations.
Adaptability, patience, empathy, tenacity, initiative, and a continuous-improvement mindset.
Working proficiency with Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
Ability to learn and effectively use CRM, case-management, telephony, billing, subscription, and proprietary support systems.
Comfort navigating web applications, digital-product portals, knowledge resources, and remote-support tools.
Legally authorized to work in the United States; the employer is unable to sponsor or take over sponsorship of a visa.

Nice To Haves

For Customer Support Specialist II: 3 or more years of experience in customer service, customer support, technical support, account administration, or a related environment.
Bachelor’s degree or an equivalent combination of education and relevant experience.
Experience supporting customers through phone, email, chat, or case-management systems.
Experience with digital products, connected equipment, subscriptions, billing, or software support.

Responsibilities

Respond to customer and distributor inquiries by phone, email, chat, and case-management channels.
Provide Level 1 support for assigned Commercial digital, smart connected, autonomous, and software-enabled products, including product operation, account access, subscriptions, and general troubleshooting.
Gather complete information from users with varied technical backgrounds and document issues clearly and actionably.
Use approved diagnostic resources, procedures, product documentation, and knowledge tools to identify solutions and explain next steps.
Maintain accurate customer, site, product, subscription, and account information.
Assist with subscription verification and related administrative activities for Commercial digital products.
Create, update, and maintain support cases, documenting troubleshooting, communications, ownership, status, and resolution.
Escalate unresolved or higher-complexity issues through established paths to the Commercial Technical Assistance Center or other designated partners.
Coordinate customer and distributor follow-up through resolution and ensure handoffs are timely and clear.
Support workflow management and quality assurance, including review of completed work, open and aging cases, and documentation quality.
Assist in reviewing customer service materials, standard work, knowledge articles, communication templates, and support tools.
Identify recurring concerns, product feedback, process gaps, and improvement opportunities, and share relevant voice-of-customer information with appropriate partners.
Develop and maintain subject matter expertise in assigned products, systems, and processes through self-study, hands-on learning, coaching, and formal training.
Participate in team meetings, training, cross-functional projects, product launches, and customer or distributor support activities as assigned.
Maintain professionalism and composure when handling difficult, sensitive, or time-critical customer situations.
Travel for training, voice-of-customer visits, and situations requiring on-site interaction as needed.
Perform other duties as assigned.