Customer Support Specialist

Job Title: Customer Support Specialist

Company Overview:

At Diesel Laptops, we are dedicated to revolutionizing the commercial truck and off-highway vehicle repair industry. Since our inception, we have been committed to providing cutting-edge diagnostic tools, repair information, and world-class training to our clients. Our mission is to empower technicians and repair facilities with the knowledge and tools they need to efficiently diagnose and repair vehicles, ultimately reducing downtime and improving profitability. At Diesel Laptops, we pride ourselves on fostering a collaborative and innovative work environment where every team member is valued and has the opportunity to grow. 

The Customer Support Specialist is responsible for providing top-tier customer service and handling escalations with professionalism and efficiency. This role requires problem solving skills and critical thinking skills to ensure customer satisfaction. This role will work as the main point of contact for resolution throughout the entire customer relationship and should be able to assist our clients with a variety of issues to ensure we are delivering exceptional service.

Key Responsibilities:

• Communicate with customers via phone, email, and other channels. 
• Evaluate and process claims related to customer hardware issues.
• Troubleshoot and resolve technical issues related to our products and services. 
• Handle escalated customer concerns professionally, ensuring a positive resolution. 
• Collaborate with other departments to resolve complex issues and provide support. 
• Address customer inquiries promptly and professionally, escalating complex issues to appropriate teams for resolution. 
• Address customer inquiries promptly and professionally, escalating complex issues to appropriate teams for resolution. 
• Maintain accurate records of customer interactions in the CRM. 
• Gather feedback from customers and communicate information related to recurring issues to management to help improve our products and services. 
• Stay updated on product updates, new features, and industry trends to effectively support customers.
• Participate in training sessions and development and development opportunities to enhance product knowledge and customer service skills. 
• Collaborate with the sales team to identify upsell opportunities based on customer needs. 
• Process refunds and credits for returned merchandise and order corrections. 
• Determine escalation paths and schedule follow up connections with customers related to issues. 
• Other duties as assigned.

What We Offer:

• Competitive salary and benefits package.

• Opportunity to work with a passionate and innovative team.

• Career growth and development opportunities.

• Collaborative and dynamic work environment.

Equivalent Education Level Preferred:  High school diploma or General Education Degree.

Experience Required:  2 years’ experience in verified customer service role.

Knowledge Required:  Outstanding written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment,; comfortable working in a dynamic, high volume, fast-paced environment. Strong problem-solving skills and the ability to think critically under pressure. Ability to read, write, evaluate, and apply information. Ability to handle difficult situations and remain calm and professional. Ability to maintain confidentail information and professional boundaries. Proficient in MS Office.

Physical Requirements:  Sitting for moderate periods of time; standing for moderate periods of time; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 50 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers. 

Travel:  No significant travel is anticipated for this position. 

Attire:  Casual attire permitted.  Professional attire may occasionally be required for specific events or meetings.

Other:  Must be eligible to work in the USA.  May be subject to criminal background checks.