Customer Support Specialist

Kelly Professional & Industrial; Town of Jackson (WI); Hybrid; USD 34,000 - 43,000; Full time

Benefits offered by this job

Benefits after 30 days

Job summary

Kelly Professional & Industrial is seeking a Customer Support Specialist in Wisconsin to provide technical problem resolution for dealers and end-users. The role combines remote support with periodic on-site visits, and includes the coordination of internal teams to ensure timely, accurate resolutions.

The position emphasizes clear communication of technical solutions, documentation of transactions, and active involvement in product installation support, R&D collaboration, and on-site

Qualifications

• Provide technical problem resolution to dealers and end-users via phone and email.
• Communicate technical solutions clearly in a user-friendly manner.
• Assist in R&D projects and field engineering support as needed.

Responsibilities

• Provide technical support resolution via phone and email with end-users, contractors and dealer network
• Resolve electrical and mechanical problems that could be encountered before, during, and after product installation
• Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner
• Accurately process and properly record call and email transactions utilizing computer software programs
• Assist in department process improvements to maintain and improve upon the industry leading Technical Support experience
• Assist Engineering on R&D projects both in house and in the field
• Offer technical guidance to the Parts department involving custom orders
• Travel occasionally to customer sites to resolve problems that need onsite assistance

Skills

Technical troubleshooting

Customer service

Communication skills

Salesforce

Technical documentation

Education

Associate's degree or equivalent

Tools

Five9

SAP sandbox

SalesForce

Job description

Hybrid: Working one week per month in each location is required

Pay Rate: $25.75 - $30.50 per hour, paid weekly

Benefits: Commencing 30 days after starting date

The Customer Support Specialist is responsible for providing technical problem resolution to the dealers and end-users. The Customer Support Specialist will strive to provide the highest level of customer service, by clearly communicating technical solutions in a user-friendly, professional manner.

RESPONSIBILITIES:

• Provide technical support resolution via phone and email with end-users, contractors and dealer network
• Resolve electrical and mechanical problems that could be encountered before, during, and after product installation
• Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner
• Accurately process and properly record call and email transactions utilizing computer software programs
• Assist in department process improvements to maintain and improve upon the industry leading Technical Support experience
• Assist Engineering on R&D projects both in house and in the field
• Offer technical guidance to the Parts department involving custom orders
• Travel occasionally to customer sites to resolve problems that need onsite assistance

Qualifications:

• Ability to lift 50 - 70 pounds occasionally.
• An occasional amount (20%) of domestic travel for company business will be required through various modes of transportation (car, airplane, etc.).
• A minimum of 2 weeks will be required at each manufacturing facility (Jackson, Hartford) building our products to better understand the individual components.
• Industry experience in high-speed doors, material handling or dock levelers is preferred
• Commercial or industrial electrical background and working knowledge of relay logic, electrical control systems, and solid-state technology.
• Excellent verbal and written communication skills with an emphasis on proper phone etiquette
• Working knowledge of SalesForce
• Learn how to properly document a call with proper category and codes
• Working with Five9 phone system
• Using the SAP sandbox to work on mock quotes and orders
• High attention to detail and accuracy for problem analysis and solutions
• Mechanical aptitude
• Possess a valid passport
• Ability to read, analyze, and interpret technical manuals & drawings. Ability to write routine reports and correspondence. Ability to speak clearly and effectively before customers or employees of organization. Ability to effectively present information to management.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
• Ability to draw and interpret bar graphs.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Shows up to work on time, and follows instructions, policies, and procedures. Meets productivity standards, deadlines, and work schedules.
• Does not make excuses for errors or problems; acknowledges and corrects mistakes.
• Deliver products and services when and where the customer needs them. Explore options when unable to deliver a requested product or service and pursues solutions until the customer is satisfied.
• Examine data to grasp issues, draw conclusions, and solve problems by identifying relevant facts.
• Knows product features; demonstrates knowledge of current business practices and appropriate product applications. Works collaboratively to analyze information and develop solutions.
• Organize & express ideas and information clearly, using appropriate and efficient methods of conveying the information. Communicate accurately & honestly in an open, candid and respectful manner.
• Gather information and others’ input when making decisions. Consider lessons learned from experience. Consider all when weighing the benefits, costs, and risks associated with each.
• Earn others’ trust and respect through consistent honesty and professionalism in all interactions. Avoids situations and actions considered inappropriate or which present a conflict of interest.
• Help teammates who need or ask for support or assistance. Celebrate the achievements of teammates. Encourage team unity through sharing information or expertise, working together to solve problems, and putting team success first.

Preferred Qualifications:

Associate's degree or equivalent from two-year College or Technical school desired; or two to four years related customer service/troubleshooting experience and/or training; or equivalent combination of education and experience.

Why Kelly®

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance and opportunities needed to take your career where you may have never imagined.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.