Customer Support Specialist I/II - The Toro Company

The Toro Company • Abilene, TX

5d • $60,000 - $75,000 • 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 needed, and maintain ownership through resolution. The role supports customers, channel partners, and internal stakeholders by managing account and customer information; responding to phone and electronic inquiries; providing Level 1 troubleshooting; assisting with subscription and account administration; documenting and tracking cases; and coordinating with technical and cross-functional teams when additional expertise is required.

The Specialist II applies a strong understanding of products, systems, and business processes to deliver timely solutions, provide guidance on support best practices, and share knowledge across the organization. The position contributes to exceptional customer experiences, operational effectiveness, continuous improvement, and enhancements to processes, documentation, and knowledge management within Commercial Customer Care. The role is based in Abilene, Texas, and is primarily performed in an office or remote customer-support environment with extended computer and telephone/headset use. Limited travel may be required.

Requirements

• 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 the ability to explain technical or process information to nontechnical users.
• Practical troubleshooting, critical-thinking, and decision-making skills, including knowing when and how to escalate issues.
• 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 multichannel support environment.
• Ability to collaborate across Customer Care, Technical Assistance, product, sales, service, finance, and other partner teams.
• Ability to remain composed and productive in 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.
• Applicants must be legally authorized to work in the United States; visa sponsorship or takeover of sponsorship is not available.
• Ability to travel when needed for training, voice-of-customer visits, or on-site interaction.

Nice To Haves

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

Responsibilities

• Receive and 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 and translate issues into clear, actionable case documentation.
• Use approved diagnostic resources, support procedures, product documentation, and knowledge tools to identify solutions and explain next steps.
• Manage and update customer, site, product, subscription, and account information accurately.
• 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 complex issues through established channels to the Commercial Technical Assistance Center or other designated partners.
• Coordinate customer and distributor follow-up through resolution and ensure handoffs are complete, timely, and clearly communicated.
• Support workflow management and quality assurance, including reviews of completed work, open and aging cases, and documentation quality.
• Assist with 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 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 in difficult, sensitive, or time-critical customer situations.
• Travel for training, voice-of-customer visits, or situations requiring on-site interaction when necessary.
• Perform other duties as assigned.

Benefits

• Affordable medical, dental, and vision plan
• 401(k)
• Mental health and financial health resources
• 20 hours of paid time to volunteer in the community
• Potential eligibility for an incentive program based on individual and organizational performance
• Access to earned pay through the DailyPay app
• Casual corporate environment and dress-for-your-day policy

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed