Customer Service Representative

Job Title: Customer ServiceJob Location: Columbus, IN, 47201 (Hybrid) Duration: 12+ Months (High Chances of extension)Payrate: $18/hr on W2Hybrid: 60% onsite. Standard business hours Key Responsibilities Customer Support & Relationship ManagementDeliver responsive, professional support to customers through multiple communication channels, including email, Microsoft Teams, Zoom, and other approved platforms.Develop and maintain positive customer relationships that enhance confidence in and loyalty to digital products and services.Educate users on product functionality, best practices, and business value to promote successful adoption and utilization.Ensure all customer interactions and case activities are accurately documented within the OneC Management Tool (Salesforce). Issue Resolution & Escalation ManagementInvestigate, troubleshoot, and resolve customer-reported issues through a comprehensive understanding of systems, processes, products, and support procedures.Escalate complex issues through established support processes, providing detailed documentation of troubleshooting activities, findings, and recommended actions.Collaborate with Product Management, Product Support, Software Engineering, Middleware, Operations Web, LDAP, QSOL, and other support organizations to drive timely resolution of customer issues.Adhere to ' Code of Conduct, customer support standards, and service-level expectations. Operational ExcellenceSupport achievement of customer satisfaction, quality, and response-time objectives.Participate in continuous improvement initiatives to enhance support processes, customer experience, and operational efficiency.Maintain knowledge of contact center policies, procedures, and support best practices.Provide regular reporting and analysis of key support metrics and performance indicators. Specialized ResponsibilitiesThis position provides advanced technical support for ' Global Electronic Service Tools and related digital service applications, including:Guidanz Service Event ManagementGuidanz Digital Tool Kit (DTK)INSITEPowerSpecDiagnostic System (CDS)Data Link AdaptersCSARMarketplace ApplicationsPrimary customers include distributors, dealers, internal stakeholders, and end users worldwide. Technical Support ResponsibilitiesServe as a subject matter resource for digital product inquiries, functionality questions, and technical troubleshooting.Manage and support user registration, onboarding, and access-related activities.Investigate application issues involving software functionality, data ingestion, account management, and system integrations.Coordinate cross-functional resolution efforts involving Customer Care, Service Providers, Product Management, Software Development, and other technical teams. Testing & Product ImprovementParticipate in field testing and User Acceptance Testing (UAT) activities within non-production environments.Validate enhancements, new features, and system updates prior to production release.Provide customer-focused feedback and operational insights to improve product quality, usability, and overall customer experience. Analytics & ReportingAnalyze customer support data, trends, and operational metrics to identify improvement opportunities and business insights.Assess data quality and leverage analytical tools to support decision-making and continuous improvement efforts.Prepare and deliver weekly performance and operational reports for leadership and key stakeholders. Key CompetenciesCustomer FocusTechnical Troubleshooting and Problem SolvingDigital Product SupportData Analysis and ReportingCross-Functional CollaborationCommunication and Relationship ManagementContinuous ImprovementProcess Adherence and DocumentationCritical Thinking and Decision MakingProduct Testing and ValidationThis role requires a customer-centric professional who can effectively balance technical expertise, analytical problem-solving, and stakeholder collaboration to ensure successful support and continuous improvement of Digital Products and Services. Improvements MadeReplaced informal language with HR-ready corporate terminology.Organized responsibilities into logical competency-based sections.Clarified scope of support, stakeholder interactions, and technical responsibilities.Added leadership-friendly language around customer experience, operational excellence, analytics, and continuous improvement.Standardized formatting and terminology for use in job postings, internal role descriptions, or compensation reviews.