Job Details
** Customer Support Specialist**
**Job Category****:** Information Technology **Requisition Number****:** CUSTO001592 Showing 1 location **Job Details**
**Description**
**IDI Distributors is Americas largest family owned and operated wholesale insulation distributor backed by over 40 years of proven success. With over 500 employees in 55 locations across the country, IDI prides itself on providing best-in-class customer service to the residential and commercial construction industry.**
**Job Summary:**
The **Customer Support Specialist** will provide support and expertise on IDIs contractor job management software solution. The Product Support Specialist will assist with the onboarding of new customers and support the retention of existing customers for the external contractor channel. The Specialist will play a key role in supporting the IDI Sales team and the contractors in the engagement, onboarding, and continued usage of the Application. Customer engagement and usage with the Application will be instrumental in their success, and this will be a key focus for this position.
**Responsibilities / Duties:**
* Assist with onboarding new participants.
* Become a Subject Matter Expert (SME) in all aspects of the Application.
* Assist with training of internal and external users.
* Provide proactive follow-up with external customers to drive new customer growth and ensure retention of existing customers.
* Act as an advocate for and serve as the voice of the customer.
* Support and coordinate activities around product adoption with the customer base and work closely with Sales, IT and the Product Manager to ensure goals are met.
* Understand product competition and consolidate customer feedback for consideration in relation to trend identification.
* Conduct market and customer research to identify potential additional features.
* Monitor ongoing product delivery, usage and service satisfaction.
* Suggest ways to improve the Application through customer feedback.
* Assist with the development and maintenance of marketing and training collateral.
**Qualifications / Skills:**
* Demonstrate customer-centric behavior with a high degree of passion, enthusiasm and customer satisfaction.
* Experience in engaging and supporting internal and external customers with a web-based Application.
* Anticipate and accept changing roles, directions, and work processes.
* Effectively explore alternative approaches and solutions and gain support and acceptance of all parties.
* Ability to communicate to all levels of management or customers.
**Education and/or Experience:**
* Must be an expert user of Microsoft Office Tools.
* Requires 2+ years of technical experience such as training, usage or support of a web-based product and experience working with cross-functional teams.
* Familiarity with Marketing and Training deliverables a plus.
* Bachelors degree in a relevant field or equivalent experience.
**Qualifications**
**Skills**
**Behaviors**
**:**
**Motivations**
**:**
**Education**
**Experience**
**Licenses & Certifications**