Job description

Job Title:   Technical Service Support Specialist V
Duration:  12+ Months
Location:    Remote (Team based in Columbus IN) 

Job Summary:

Technical Support Specialist for clients products & applications that can range from Service Event focused to In-Mission end customer focused, and in some cases, telematics hardware focused, that are in production being used by external customers, service providers, & internal stakeholders.

A new product launch will drive an increased volume of questions, registrations, and/or reported issues - this is what this hire will be taking care of. The selected hire needs to have good communication skills and be able to handle disgruntled customers professionally when needed.

Responsibilities for this position will include the following:

* This position will support the day-to-day operations within the Customer Support group of triaging/prioritizing incoming defects, to tracking and facilitating technical resolution by coordinating between our user and our Digital Product Support & Software development teams to investigate, troubleshoot, & resolve issues related to cloud, digital applications, or device issues.
* Will also manage the process for Customer registration.
* Supports counterparts in strengthening their relations in customer partnerships.
* Works with Sales and Service Operations, customers, and potential customers regarding the resolution of technical or engineering issues that affect Cummins Digital products.
* Proposes changes in products and services that result in cost reductions and increased sales.
* Evaluates products and solutions based on customer requirements.
* Prepares operating manuals, reference materials or training materials for customers and the sales force.
* Be the customer advocate for quick & quality resolutions and provide input / testing on product development and/or enhancements.

Position Requirements:

* Minimum of a Bachelors’ Degree (4-year degree) is required.
* Minimum of 5 years’ Experience in Customer Support / Account Management in an Application Software related field. Manager would prefer to see candidates with more experience so the more experience the better!!
* Selected hire needs to have experience and/or a background in technical customer support - technical support/experience as it relates to software application – not hardware or desktop support.
* This role requires a lot of interfacing with customers of all levels so effective communication is key & customer focus is a must!!
* Hire needs to be able to think critically and work with a sense of urgency.
* Experience/willingness to learn technical details of current and future digital products.
* Self -motivated, Proactive in nature, with a desire to work in a fast-paced environment.
* MS Office proficiency is a must.
* Experience with AWS and/or Computer Networking experience preferred

Competencies:

* Customer focus:  Building strong customer relationships and delivering customer-centric solutions.
* Networking:  Ability to proactively work across functional teams to learn about the products and work to resolve issues.
* Ensures accountability:  Holding self and others accountable to meet commitments.
* Data Analytics:  Interprets information relying on knowledge of business or functional frameworks and leverages analytical problem-solving tools to draw conclusions and communicate meaningful patterns that drive business insights; assesses quality of data as an initial step of the analysis.
* Communicates effectively:  Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
* Instills trust:  Gaining the confidence and trust of others through honesty, integrity, and authenticity.
* Being resilient:  Rebounding from setbacks and adversity when facing difficult situations.

Job Type: Full-time

Schedule:

• 8 hour shift

Experience:

• Customer service: 5 years (Required)
• Microsoft Office: 5 years (Required)
• Data analytics: 5 years (Required)
• AWS: 5 years (Required)
• Computer networking: 5 years (Required)

Work Location: Remote

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