Customer Support Specialist - PartsTech

OEConnection LLC; Northern (KY); Hybrid; USD 38,000 - 60,000; Full time

Job summary

OEConnection LLC is seeking an onboarding and customer support specialist to assist PartsTech clients via phone, email, or virtual meetings. You will deliver onboarding training and ongoing education to ensure customers adopt and use the platform effectively.

You will resolve basic product and system issues through diagnostics and clear communication, document all interactions in the CRM, and collaborate with sales to identify upgrade opportunities. A remote/hybrid environment is required.

Qualifications

• Requires high school diploma or GED.
• At least 2 years of customer service/support experience.
• Strong listening and problem solving skills.
• Ability to communicate clearly and professionally with customers.
• Comfort with remote/hybrid work environments.

Responsibilities

• Responds to incoming requests from customers for product information and support; resolves basic client issues via phone and e-mail.
• Provides onboarding training and education to customers designed to maximize engagement and drive usage of the PartsTech solution.
• Performs remote troubleshooting if needed, through diagnostic techniques and pertinent questions.
• Documents all customer interactions and related notes in the CRM, in a timely and accurate manner.
• Escalates unresolved issues through the escalation process, including providing status updates to customers.
• Utilizes opportunities to provide influential information and best practices to customers that could result in additional product sales or upgrades.

Skills

Active listening

Empathy

Problem solving

Interpersonal skills

Attention to detail

Communication (verbal/written)

Adaptability

Remote/hybrid work

Education

High school diploma or GED

Job description

Job Summary

Provides onboarding training to new PartsTech clients, and customer support & education for existing PartsTech customers through phone, email or virtual meetings. Resolves basic product and system/technical issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overview and/or referrals to available training resources.

Key Responsibilities

• Responds to incoming requests from customers for product information and support; resolves basic client issues via phone and e-mail.
• Perform s remote troubleshooting if needed, through diagnostic techniques and pertinent questions. Install s data uploading and integration tools through remote access of customers computer.
• Utilizes available opportunities to provide influential information and best practices to customers that could result inadditionalproduct sales or upgrades; forwards sales lead opportunities to Direct Sales to support revenue generation.
• Direct s unresolved issues through the escalation process, including providing status updates to customers.
• Documents all customer interactions and related notes in the CRM, in a timely and accurate manner.
• Provides personalized onboarding training and education to customers designed to maximize engagement and drive usage of the PartsTech solution.

Education

Requires a high school diploma or GED (General Educational Development).

Experience

At least 2 years of general customer service/support experience is required

Must also be able to demonstrate the following skills and abilities:

• Skilled in active listening and serving as an empathetic customer advocacy.
• Good problem solving and troubleshoot ing skills.
• Strong interpersonal skills and can establish trusting relationships with customers and be seen as a credible advisor.
• Excellent attention to detail and accuracy.
• Able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration.
• Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.
• Able to effectively work and thrive in a remote/hybrid work environment that has limited opportunities for in-person interactions.

Special Position Requirements

• Willing and able to attend virtual meetings with the laptop camera turned on.