Customer Service Representative

Job Title: Customer Service

Job Location: Columbus, IN, 47201 (Hybrid)

Duration: 12+ Months (High Chances of extension)

Payrate: $18/hr on W2

Hybrid: 60% onsite. Standard business hours

Key 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 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 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 ' 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.

Specialized Responsibilities

This position provides advanced technical support for ' Global Electronic Service Tools and related digital service applications, including:

• Guidanz Service Event Management
• Guidanz Digital Tool Kit (DTK)
• INSITE
• PowerSpec
• Diagnostic System (CDS)
• Data Link Adapters
• CSAR
• Marketplace Applications

Primary customers include distributors, dealers, internal stakeholders, and end users worldwide.

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 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.