Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Customer Support Specialist providing technical support via customer portal, phone, or chat. Troubleshooting and delivering solutions for end users and system administrators while mentoring associates.
Responsibilities
- Effectively troubleshoot and resolve customer issues by identifying root causes, test solutions, and help customers implement fixes
- Consistently perform timely support case intake and follow up to meet customer service level agreements (SLAs) and team key performance indicators (KPIs)
- Document and manage support communications using internal tools, email, phone, and chat
- Provide product and support training and assistance to team members and other Northwoods staff
- Provide product training to users to facilitate product usage
- Demonstrate a friendly and casual rapport when interacting with customers
- Properly escalate unresolved issues and requests to other departments for assistance resolving (product development, account management, sales, etc.)
- Write and review knowledge base articles and update internal systems with knowledge
- Promote and intentionally work to foster an environment and culture of inclusion and equity
- Availability to flex work time for infrequent support related activities that may occur outside of typical business hours
- Other job-related duties as assigned
Requirements
- Associate degree in Information Technology, Computer Science, Business, or a related field; or an equivalent combination of education and practical experience.
- 1–3 years of experience in customer support, technical support, or a help desk environment.
- Experience troubleshooting software, basic networking, and/or mobile/desktop applications.
- Experience working with ticketing systems, CRM platforms, or similar support tools.
- Prior experience creating or maintaining knowledge base articles, user guides, or internal documentation preferred.
- Experience supporting customers via phone, email, and chat in a service-focused environment.
- Experience providing training, product guidance, or customer onboarding is a plus.
- Experience with Hyland Software’s OnBase software is a plus
Benefits
- Medical (includes H.S.A. option with employer contribution)
- dental, and vision insurance
- Short- and long-term disability
- Company paid basic life insurance
- 401(k) with 4% company match and immediate vesting
- Free financial education and consultation
- Wellness program that helps you earn lower premiums
- Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more
- 12 weeks fully paid parental leave
- Up to $5,000 adoption fee reimbursement
- $500 wellness reimbursement after 60 days of employment
- Generous PTO policy and 10 company paid holidays
- Company paid cell phone plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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