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US_Customer Support_Professional
Ref No.: 24-90885
Location: Greensboro, North Carolina
Start Date / End Date: 06/06/2024 to 06/02/2025

Customer Support

Duration: 12+ Months with high possibility of extension

Location: Greensboro NC 27409

Shift: Standard Shift

 

Description:

(Position typically requires 2 to 5 years relevant experience) Customer Support work is to support customers with e.g., breakdown assistance case management, connected vehicle monitoring and associated financial management. Responsible for non-technical customer service to business or end-consumer customers via phone, online chat, or text including

  • Responding to a high volume of low complexity general inquiries (e.g., general product and pricing information, billing issues, warranties, etc.)
  • Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
  • Recommending alternative products or services (e.g., warranties) as part of customer issue resolution.
  • On Professional level applies practical knowledge typically obtained through education and work experience (position typically requires 2 to 5 years relevant experience).

 

May require the following proficiency

  • Works independently with general supervision.
  • Problems faced are difficult but typically not complex.
  • May influence others within the job area through explanation of facts, policies and practices.
  • Support, train and maintain Customer Connect onboarding process of customers to the tool.
  • Operate as part of the Customer Connect Service Support team where you support the connectivity and productivity services and hardware for Volvo Truck, Mack Truck, and Volvo and Prevost Buses.
  • The systems are based on the latest digital, wireless communication technologies.
  • Provide support for end-users/ customers and dealers while facilitating solutions for hardware and electronically related problems.
  • Provide regular feedback on the supported products and services to connectivity services managers and developers.
  • Provide first line support to customers in such a manner that repeated questions and problems can be avoided. This means helping develop an ongoing knowledge base to avoid escalations of repeated questions and/ or concerns.
  • Collaborate and cross-train with Customer Connect Support team members as required.
  • Act as subject matter expert for Customer Connect operations and support while participating in future tool development discussions and service launches.