Customer Service Representative

Radiant Systems Inc; Columbus (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

Cummins is seeking a Digital Customer Support Specialist to deliver expert support for digital products and services. You will be the primary contact for customers, end users, and dealer channels, ensuring timely resolutions, adoption, and a positive experience.

Work with Product Management, Software Engineering, and Operations to resolve issues, document activities, and contribute to continuous improvement in support processes and customer satisfaction.

Qualifications

• Customer focus and relationship management.
• Strong troubleshooting and analytical thinking.
• Ability to collaborate across Product Management, Software Development, and Support teams.
• Data analysis and reporting skills.
• Maintain accurate case documentation and knowledge of processes.

Responsibilities

• Deliver responsive, professional support via multiple channels (email, Teams, Zoom).
• Educate users on product functionality and best practices for adoption.
• Document all interactions in OneC Management Tool (Salesforce).
• Investigate and resolve issues with Cummins digital tools and services.
• Escalate complex issues with detailed troubleshooting and recommended actions.
• Collaborate with multiple teams to drive timely resolution and improvements.
• Provide regular reporting on key support metrics.

Skills

Customer focus

Technical troubleshooting

Cross-functional collaboration

Data analysis

Documentation

Job description

The Digital Customer Support Specialist is responsible for delivering exceptional customer support for Cummins Digital Products and Services. This role serves as a primary point of contact for customers, end users, Cummins 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 Cummins' digital ecosystem.

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 Cummins 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).
• Investigate, troubleshoot, and resolve customer-reported issues through a comprehensive understanding of Cummins 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 Cummins' 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 Cummins' Global Electronic Service Tools and related digital service applications, including:

• INSITE
• PowerSpec
• Data Link Adapters
• CSAR
• Marketplace Applications
• Primary customers include Cummins 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.
• Customer Focus
• Technical Troubleshooting and Problem Solving
• Digital Product Support
• Data Analysis and Reporting
• Cross-Functional Collaboration
• Communication and Relationship Management
• 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 Cummins 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.