NEW JOB OPENING
DIGITAL CUSTOMER SUPPORT SPECIALIST
IN Columbus, IN, USA!

Required Education/Experience:



• High School Diploma



Required Qualifications:



• 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.

Required Technical Skills:

• 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.



Responsibilities:



Customer Support & Relationship Management

• 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).



Issue Resolution & Escalation Management

• 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.



Operational Excellence

• 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.



Technical Support Responsibilities

• Serve as a subject matter resource for digital product inquiries, functionality questions, and technical troubleshooting.

• Manage and support user registration, onboarding, and access-related activities.

• Investigate application issues involving software functionality, data ingestion, account management, and system integrations.

• Coordinate cross-functional resolution efforts involving Customer Care, Service Providers, Product Management, Software Development, and other technical teams.



Testing & Product Improvement

• Participate in field testing and User Acceptance Testing (UAT) activities within non-production environments.

• Validate enhancements, new features, and system updates prior to production release.

• Provide customer-focused feedback and operational insights to improve product quality, usability, and overall customer experience.



Analytics & Reporting

• Analyze customer support data, trends, and operational metrics to identify improvement opportunities and business insights.

• Assess data quality and leverage analytical tools to support decision-making and continuous improvement efforts.

• Prepare and deliver weekly performance and operational reports for leadership and key stakeholders.



Key Competencies

• Customer Focus

• Technical Troubleshooting and Problem Solving

• Digital Product Support

• Data Analysis and Reporting

• Cross-Functional Collaboration

• Communication and Relationship Management

• Continuous Improvement

• Process Adherence and Documentation

• Critical Thinking and Decision Making

• Product Testing and Validation

• This role requires a customer-centric professional who can effectively balance technical expertise, analytical problem-solving, and stakeholder collaboration to ensure successful support and continuous improvement of CLIENT Digital Products and Services.



Improvements Made

• Replaced informal language with HR-ready corporate terminology.

• Organized responsibilities into logical competency-based sections.

• Clarified scope of support, stakeholder interactions, and technical responsibilities.

• Added leadership-friendly language around customer experience, operational excellence, analytics, and continuous improvement.

• Standardized formatting and terminology for use in job postings, internal role descriptions, or compensation reviews.

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**