Customer Support Specialist

Position Summary

Join Parker Hannifin's Digital & IT Team located at our Global Headquarters in the suburbs of Cleveland, Ohio! We are actively looking for team members to join our Digital & IT team! A career at Parker offers a meaningful sense of accomplishment and boundless potential for professional and personal growth. You will work alongside the brightest minds in the world to develop innovative technology and products and contribute to our company's goal of solving the world's greatest engineering challenges. Through Parker's social responsibility programs, you will have opportunities to give back to the community and make a difference in the lives of others. We offer a competitive total rewards package, hybrid work schedule, and a vibrant work campus with many amenities.



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Position Summary
This dynamic role advocates and supports the Corporate WIN Strategy (#1 Premier Customer Service, and Profitable Growth) by providing professional, fast, friendly and accurate handling of both external and internal customer requests as part of the Global Parker Support Team.

Responsibilities

Essential Functions:
External Customer Support

• Provide guidance and support to external customers including but not limited to navigation and use of digital tools and websites, identification of products as well as support for those products (ie. where to buy and/or division contact).
• Initiate sales lead process by actively offering existing and alternative product option.
  Internal Customer Support
• Provide front-line internal IT support for incidents and requests
• Follow established notification procedures for applications/software system problems
  General Job Duties
• Utilize various forms of communication (chat, phone, email, etc.) to provide resolution of customer issues upon their first contact with Parker by following standard procedures, or collaborate and handoff to the correct Parker entity as necessary
• Gain broad knowledge of Parker's offerings in order to best decipher customer needs
• Accurately log customer interactions, including contact information, details of inquiry or issue, and resolution into Customer Relationship Management (CRM) and Information Technology Service Management (ITSM) systems
• Ability to work independently to resolve customer inquiries as well as strong desire to work within a team environment assisting other team members
• Be a change champion identifying improvement opportunities and participate in High Performance Team events and small projects
• Be a role model for other Customer Service groups within the corporation, and assist in the refinement and global deployment of contact center best practices.
• Identify, document, and provide feedback on product and software enhancements with respect to design and performance based on voice of the customer

Qualifications

Qualifications

• Associate Degree in a computer related field. Related experience may be substituted.
• Passionate about customer experience and strong emotional intelligence
• A blend of 3-5 year customer service (technical and customer service)
• 3-5 years previous customer service / IT support in a fast-paced environment is preferred
• Strong technical aptitude and ability to learn technical products quickly
• Good business acumen to be able to resolve situations in the best interest of all parties
• High level of independence, assertiveness, and decisiveness
• Proactive team player with a solutions-oriented mindset
• Enthusiastic and energetic in a fast-paced environment.
• Strong verbal and written communications skills, as well as the ability to type proficiently.
• Proficient in standard computer usage of Windows based operating systems. Microsoft Office Suite (Microsoft Excel, Word, and Power Point), as well as ability to learn proprietary systems.
• Ability to work a variety of shifts as needed as part of overall coverage, which may include weekends and holidays.
• Ability to handle requests generated via multiple communication channels - phone, online chat, email, web, social media, etc. - pertaining to any business-related issues across the Parker enterprise
• Help Desk/Service Desk related certifications a plus (HDI, ITIL, A+)
• Lean Six Sigma or other process improvement certification a plus

Closing Statement

The essential functions have been provided as examples of the type of work performed by employees assigned to this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an all inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.

Parker Hannifin

Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century the company has been enabling engineering breakthroughs that lead to a better tomorrow. Learn more at www.parker.com or @parkerhannifin.

Equal Employment Opportunity

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
and
http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf