Technical Customer Support Specialist

Dave Carter & Associates, Inc.

Goshen (IN)

On-site

USD 32,000 - 42,000

Full time

14 days+

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Job summary

Dave Carter & Associates, Inc. is seeking a Customer Service Representative to support customers, dealers, and partners with product questions and concerns. You’ll answer inquiries via phone, email, and chat, troubleshoot issues, and explain warranties and service options.

You’ll document interactions in Freshdesk and collaborate with internal teams to resolve more complex cases. The role emphasizes accuracy, product knowledge, and a proactive approach to improving customer satisfaction in a

Qualifications

2-3 years of customer service experience.
Basic understanding of electrical/voltage concepts.
Organized, detail-oriented, and able to multitask.
Comfortable working in a fast-paced, metrics-driven environment.
Basic understanding of how warranty works.
Familiarity with aftermarket customers.

Responsibilities

Answer customer inquiries via phone, email, and chat.
Troubleshoot product issues and provide solutions (first-call resolution is the goal!).
Explain product features, warranty details, and service options.
Document interactions in our system (Freshdesk) for accurate follow-up.
Partner with internal teams to resolve more complex issues.
Identify trends in customer concerns and suggest improvements.
Stay up to date on products, policies, and procedures.