Job Description

WE’RE SEEKING POSITIVE, OUTGOING, RESULT ORIENTED INDIVIDUALS TO JOIN OUR FUN FUSION SUPPORT TEAM! IF YOU ENJOY PROBLEM SOLVING, COLLABORATING, AND LEARNING THEN THIS IS THE JOB FOR YOU!

DAILY JOB FUNCTIONS – WHAT’S IN YOUR GPS? 

• Receive and respond to customer requests for assistance via telephone, email or other tools and work with the customers to clearly delineate problems, gathering the information required for problem resolution and escalation if required
• Address urgent issues quickly and involve appropriate resources as needed
• Create active conversations with customers to ensure mutual understanding of the customers’ issues and to assure them that their problem has our attention
• Deliver solutions to customers and follow up to ensure successful implementation
• Coordinate and /or conduct online product training for customers as needed or provide for alternative information channels as required
• Assist with product QA as required
• Collaborate with other members of the Customer Support Representative team to resolve issues outside personal experience or expertise.
• Properly document all customer interactions and support activities into the CRM incident tracking system
• Study and stay abreast of Karmak products and system solutions to maintain an understanding of their application to the customers’ business needs and to serve as a subject matter expert within Customer Support to assist other Customer Support Representatives with customer inquiries outside their area of expertise

Qualifications

KNOWLEDGE & SKILLS – WHAT’S UNDER THE HOOD?

• Accounting degree or experience 
• Previous experience in a position with customer facing responsibilities
• Previous experience in an automotive or heavy duty truck dealership is a plus
• Excellent communication, organization and time management skills are required
• Must be able to show empathy, conveying care and concern for the customer, their business and their issues
• Must be self-motivated with a high energy level, have a positive outlook, detail oriented and have the ability to work with others to solve problems
• Ability to effectively prioritize multiple tasks
• Good working knowledge of various PC software programs is required; experience with Microsoft Windows products, including Excel and Word, is preferred.
• Occasional travel may be required

DRIVING PRIVILEGES

Within the first 3 to 4 months of employment:

• Will job shadow with support coworkers
• Complete eLearning on the Fusion product
• Complete product training with the Training Department
• Attend bring live meetings and potentially take a trip to a customer site
• Complete other coursework within Karmak Support

MEET THE TRUCK TECH TEAM

You will be reporting to the Manager of Fusion Support. You will be a part of the Parts and Service Support team that consists of 9 other employees. Alongside the Parts and Service Support team is the Lease/Rental, Sales and Accounting Support team that consists of 11 employees.

Additional Information

All your information will be kept confidential according to EEO guidelines.