Note: The job is a remote job and is open to candidates in USA. Karmak, Inc. is seeking an Associate Customer Support Specialist to provide front-line support to customers. The role involves taking customer calls, documenting interactions, and collaborating with team members to resolve issues while progressing towards the title of Customer Support Specialist.
Responsibilities
- Being available in the phone queue to take customers' calls and answer emails 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
- Research or partner with Support Specialists, Analysts, or Senior Analysts to learn how to test "unknown" situations to determine the necessary fix or answer for a customer
- Focus on general knowledge of Fusion's technical functionality, i.e., how it works, how it responds, and any upcoming changes being made to it
- Committed to learning and following Support Process- how to submit bugs, how to write a knowledge article, how to submit a quote, etc
- Committed to achieving the title Customer Support Specialist
Skills
- Being available in the phone queue to take customers' calls and answer emails 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
- Research or partner with Support Specialists, Analysts, or Senior Analysts to learn how to test 'unknown' situations to determine the necessary fix or answer for a customer
- Focus on general knowledge of Fusion's technical functionality, i.e., how it works, how it responds, and any upcoming changes being made to it
- Committed to learning and following Support Process- how to submit bugs, how to write a knowledge article, how to submit a quote, etc
- Committed to achieving the title Customer Support Specialist
- Confident and professional communication, organization, and time management skills are required
- Reliability and punctuality are highly valued
- Passionate about delivering a quality customer experience- must be able to show empathy, convey care and concern for the customer, their business, and their issues
- Must be self-motivated with high energy and a positive outlook
- Must be detail-oriented and can work with others to solve problems
- Must be able to recognize the need to escalate a case, contact, or account
- Previous experience in a position with customer-facing responsibilities
- Travel to a customer site is required
- Previous experience in an automotive or heavy-duty truck dealership is a plus
- Prefer experience with Windows server & basic networking knowledge
- Experience with Microsoft Windows products and Salesforce is preferred
Company Overview