Customer Support Specialist - PartsTech

OEC; United States; Hybrid; USD 45,000 - 60,000; Full time

Job summary

OEC is seeking a client onboarding and support specialist to train new PartsTech clients and provide customer education via phone, email, and virtual meetings. You will resolve basic product and system issues through troubleshooting and refer to training resources, helping customers maximize adoption of the PartsTech solution.

Requires strong communication, active listening, and the ability to work effectively in a remote or hybrid environment.

Qualifications

• Requires a high school diploma or GED.
• At least 2 years of general customer service/support experience is required.
• Strong communication and active listening skills; able to advocate for customers.

Responsibilities

• Responds to incoming requests from customers for product information and support; resolves basic client issues via phone and e-mail.
• Performs remote troubleshooting if needed, through diagnostic techniques and pertinent questions. Installs data uploading and integration tools through remote access of customers' computers.
• Identifies opportunities to inform customers about product upgrades or upsells and forwards sales leads to Direct Sales.
• Directs 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.
• Willing and able to attend virtual meetings with the laptop camera turned on.

Skills

Active listening

Problem solving

Interpersonal skills

Attention to detail

Communication skills

Adaptability

Remote/hybrid work

Education

High school diploma or GED

Tools

CRM software

Remote access tools

Job description

OEC provides software solutions to those who work in the automotive parts and repair industry. Our solutions make it easier for automotive industry professionals to buy and sell parts, conduct repair research & planning, optimize estimates, improve the parts supply chain, and more. OEC partners with many of the world’s largest manufacturers, dealers and suppliers, shops and repairers, and service providers, giving our customers access to a comprehensive network and a streamlined workflow.

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 overviews and/or referrals to available training resources.

Key Responsibilities

• Responds to incoming requests from customers for product information and support;resolvesbasic client issues via phone and e-mail.
• Performs remote troubleshooting if needed, through diagnostic techniques and pertinent questions. Installs 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.
• Directs 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 advocate.
• Good problem solving and troubleshooting 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.

What makes working at OEC awesome?

It varies from employee to employee. For some, it's the flexibility - whether it's remote work or a hybrid or in-person role, OEC takes our teams across multiple time zones and international communities. For others, it's the strong sense of camaraderie and community that celebrates both individuals and team-driven contributions. Or it could be the empowerment and how the team is encouraged to take risks, learn, and grow within a dynamic and supportive environment. But no matter what gets us out of bed in the morning, our whole global community is inspired to be forward thinking and drive innovative solutions for the automotive parts and repair industry.

OEConnection Statement

OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affindicative action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.