Associate Customer Support Specialist (Systems)

The Associate Customer Support Specialist is working towards becoming a Customer Support Specialist. Once initial onboarding is complete, it's all about passing coursework in Karmak Support University, understanding Support processes, building relationships with your team and other teams throughout the organization, working with high call volume while also meeting Support metric standards, and completing an on-site customer visit.

Being available in the phone queue to take customers' calls and answer emails promptly, providing front-line support to our customers.

Create active conversations with customers to ensure mutual understanding of the customers' issues, assure them their problem has our attention, and communicate the intended action plan.

Prioritize and address issues quickly, collaborating with appropriate resources as needed.

Properly document all customer interactions and support activities (research, testing, internal correspondence, etc.) in Salesforce.

Research or partner with Support Specialists, Analysts, or Senior Analysts to learn how to test "unknown" situations to determine the necessary fix or answer for a customer.

Focus on general knowledge of Fusion's technical functionality, i.e., how it works, how it responds, and any upcoming changes being made to it

Committed to learning and following Support Process- how to submit bugs, how to write a knowledge article, how to submit a quote, etc.