What are the responsibilities and job description for the Customer Support Specialist, Accounting Team position at Karmak, Inc.?
Ready to put your career in drive? At Karmak Inc., we're powering the commercial transportation industry with smart tech and serious impact. From truck dealerships to service shops, our software helps keep the heavy-duty world running smoothly.
If you're into innovative solutions, collaborative teams, and tech that makes a real difference-let's talk
The Accounting Customer Support Specialist is all about high call volume and First Contact Resolution (FCR). They partner with Senior Teammates to collaborate on more difficult issues and, when necessary, hand off issues that need further research. Their overall knowledge of the product grows daily.
Once initial onboarding is complete, it is all about passing coursework in Karmak Support University, understanding Support processes, building relationships with our customers and your team/other teams throughout the organization, meeting Support metric standards and completing an on-site customer visit.
Opportunity to grow your skills, knowledge and be promoted!
Essential Job Functions
Being available in the phone queue to take customer's calls as well as answering emails promptly, providing front-line support to our customers.
Creating active conversations with customers to ensure mutual understanding of their issues, assuring them their problem has our attention and communicating the intended action plan.
Prioritizing and addressing issues quickly, collaborating with appropriate resources as needed.
Properly documenting all customer interactions and support activities (research, testing, internal correspondence) in Salesforce, our CRM.
Researching/partnering with other Support Specialists, Analysts, or Senior Analysts, learning how to assess situations that are "unknown" to determine the necessary fix/resolution.
Focusing on general knowledge of the product, specializing in at least one application i.e., how it works, how it responds, and any upcoming changes.
Committed to learning and following Support Process (how to submit bugs, how to write a knowledge article, how to submit a quote) and communicating when a process is not working, or a new process needs created.
Commitment to quality of data within Salesforce i.e., Knowledge Articles and customer activity.
Essential Knowledge, Skills and Abilities
- Strong math and research skills
- Confident, professional communication, organization and time management skills required. Reliability and punctuality are highly valued
- Enthusiastic about delivering a quality customer experience i.e., must be able to show empathy, convey care and concern for the customer, their business, and their issues
- Must be self-motivated with high energy and a positive outlook.
- Must be detail-oriented and can work with others to solve problems
- Must be able to recognize the need to escalate a case, contact, or account
- Previous experience in a position with customer-facing responsibilities
- Good working knowledge of various PC software programs required; experience with Microsoft Windows products and Salesforce is preferred.
- Previous experience in an automotive or heavy-duty truck dealership is a plus
- Experience with Accounts Payable, Accounts Receivable, and Account Reconciliation is a plus
- Strong understanding of accounting principles is preferred. Bachelor's degree in accounting or equivalent job experience in a related field is a plus.
- Occasional after-hours or travel may be required
Karmak is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer.