Product Support Engineer - C2C - Peoria IL(Hybrid) - Any Visa

Key Skills:
Program Management, eCommerce, Product expert, SME, Case management, Triage, Troubleshooting, Tactical resolution, Issue identification, Issue investigation, Resolution follow-up, Escalation management, SLAs, Continuous improvement, Knowledge articles, Customer service, Self-service opportunities, Digital product training, Business rules, Process mapping, Technical assistance, Vendor management, Salesforce, Contact Center Operations, Customer support, Project management, Problem solving

Position s Contributions to Work Group:
Serves as an eCommerce workstream Product expert / Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream
Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Client for every interaction.
Triage / Troubleshooting also support to Tier 1 Supplier agents
Tactical Timely resolution and follow-up with customer & dealers
Issue identification reports in all forms from customers, dealers, industry reps and subsidiaries.
Issue investigation basic triage, statistical analyses, basic testing and analysis of application failures, etc.
Resolution of commitments formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
Manages hand-ups/escalation paths in support of daily operations.
Manages requests to the urgency defined by our service level agreements.
Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
Supports continuous improvement efforts.
Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.
Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
Support Digital Product training for CSRs
Supports the development and maintenance of Business Rules
Validate and create process maps
Provides input to digital product and application support teams.
Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
Employee is also responsible for performing other job duties as assigned by Client management from time to time.

Interaction with team:
Team consists of 8 folks on immediate team, working with primarly supplier tier 1 support/support agents ( 50 people)
Working internally with various Client Depts.
Work environment: Hybrid work model ( 1x in office as of now)

Education & Experience Required:
Preferred college or university degree, technical certification and/or equivalent experience.
At least 2 years of experience in product service support, application support, or equivalent support work.

Required Technical Skills:
Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of others as needed
This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.
Experience with the use of Salesforce, specifically for Customer Relationship Management
Experience in Contact Center Operations, specifically related to customer experience and/or customer support
Vendor Management experience

Required Soft Skills
Strong planning and communication skills
Strong critical thinking/problem solving skills
Excellent customer service mentality.
Strong attention to detail
Initiative and/or independent problem solving

Disqualifiers/Red Flags:
Choppy tenure (if the role was a project , please make sure that is clear on resume and that they completed the project).
Grammatical errors on resume.
If the candidate does not have experience working in a team environment, they would not do well in this role.
If the candidate s current residence/location is not on resume, they will be DQ
If candidate is not local, but open to relocating on their own dime, please make sure that is clear on resume

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