[Remote] Associate Customer Support Specialist (Systems)

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

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