Hybrid Customer Support Specialist

at Murphy-Hoffman Company (MHC Kenworth)

• Job title: Customer Support Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: $50,000 - $65,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: MS SQL Server, Oracle, SQL
• Location requirements: Hybrid, Burnsville, United States

About the role

• Customer Support Specialist delivering exceptional support for MHC SaaS products. Involving troubleshooting, documentation, and collaboration with product teams.

Responsibilities

• Own customer inquiries from multiple channels, including inbound emails and calls, and deliver outstanding support.
• Troubleshoot a wide range of issues using your knowledge of network configurations and Windows systems.
• Use analytical skills to define requirements for solution enhancements and communicate them to the Product team.
• Develop deep expertise in MHC products (Document Express, Document Self-Service, and Image Express) to help customers optimize their use.
• Maintain accurate, high-quality, and timely documentation in Salesforce CRM, capturing all steps, questions, and activities during customer interactions.
• Coordinate with the Product team to manage timelines, customer communication, and delivery of software fixes or enhancements.
• Prioritize and escalate customer issues appropriately to ensure timely resolution.

Requirements

• Solid understanding of current Windows operating systems and/or relational database systems, including Microsoft SQL Server and Oracle.
• Experience guiding customer conversations to effectively address inquiries, concerns, and requests related to products and services.
• Creative problem-solving mindset, supported by internal resources and collaboration with MHC team members.
• Strong time-management skills, with the ability to set, communicate, and meet realistic response deadlines.
• Excellent analytical, written, and verbal communication skills, with the ability to simplify and clearly explain technical concepts.
• Proven ability to manage multiple tasks and objectives simultaneously, while consistently meeting defined performance targets.
• Ability to remain composed and maintain customer focus under pressure, ensuring a positive support experience.
• Aptitude for quickly learning new technologies, paired with a strong desire for continuous professional development.
• Basic understanding of business operations and familiarity with general business terminology and acumen.
• Motivation to achieve certification levels to install, support, and manage implementation activities across MHC product offerings.
• Bachelor’s degree or equivalent experience.
• 1+ years’ experience in a customer-facing role, preferably including technical knowledge of products or services.
• Proficiency in Microsoft Office, with intermediate skills in Excel.
• Relational Database Management Systems (Microsoft SQL servers and Oracle databases) skills and experience a plus.
• Previous experience with CRM platforms such as Salesforce and remote support tools is highly valued.

Benefits

• Workplace Flexibility: In Office, Hybrid or Remote options.
• 401(k) Plan: Deferred and Roth options available to help you save for retirement, with a generous employer match of 50% up to maximum of 4.5% of gross pay.
• Medical Plans: Comprehensive co-pay or HSA coverage options to keep you and your family healthy.
• Dental and Vision Plans: Access to a large network of providers for dental and vision health.
• Daycare and Medical FSA/HSA: Save on eligible daycare and healthcare expenses with our flexible spending and health savings account plans.
• Group Term Life Insurance: Coverage of $50,000 to provide peace of mind.
• Generous Paid Time Off (PTO) Policies: Ample time to relax and recharge.
• Employee Assistance Program (EAP): Support for personal and professional challenges.
• Voluntary Benefits Available: Additional Life Insurance Critical Illness Insurance Accident, Cancer & Hospital Indemnity Insurance Legal/ID Shield Pet Insurance.
• Parental Leave: Four weeks of paid paternity leave after 1 year, eligible for pro-rata leave after six months of employment. Total of twelve weeks of paid leave for the birth parent, eligibility rules apply.