Customer Support Specialist

Join our Team as a Customer Support Specialist! The Role: We're seeking a strategic, collaborative, and people and business-focused Customer Support Specialist. In this role, the Customer Support Specialist is responsible for supporting TMHNA Digital Customer Experience operations. The position serves as the first point of contact for TMHNA customers, dealers, and internal stakeholders who use digital platforms and products to interact and transact with TMHNA. It provides exceptional customer service by receiving, documenting, troubleshooting, and resolving standard customer inquiries using approved knowledge articles and support procedures, ensuring complete and accurate documentation for all requests and case escalations when necessary. This role develops foundational expertise in TMHNA’s material handling equipment, aftermarket parts and service products, TMHNA technology products, dealer operations, and customer support processes while delivering a consistent customer experience. What You’ll Be Doing: Customer Support Receive customer, dealer, and internal support requests through approved communication channels. Verify customer identity, account permissions, subscriptions, and equipment information. Manage tickets with complete customer and equipment information. Resolve routine customer issues using experience, understanding, approved troubleshooting guides and knowledge articles. Set customer expectations regarding next steps and response times. Case Documentation Capture required troubleshooting information. Collect screenshots, logs, serial numbers, device IDs, timestamps, and reproduction steps. Ensure all required information is included before escalation. Issue Classification Correctly categorize requests according to established support processes. Identify whether requests involve: Technical support Billing Dealer support Parts Sales Implementation Privacy Etc. Accurately escalate tickets to the appropriate resolution team. Knowledge Development Learn TMHNA DCX digital products and services. Follow and update established troubleshooting and escalation guides. Contribute suggestions for improving support documentation and front-end customer experience. Ability to work in a constant state of alertness and safe manner Additional duties as assigned What We’re Looking For: Bachelor’s Degree preferred, or equivalent combination of education, training, and experience Prior customer service or sales experience preferred Strong communication skills Demonstrated customer focus Ability to learn and utilize technical products and platforms Where and When You’ll Work: This position follows TMHNA's hybrid work model and will be based at one of our primary office locations in Columbus, IN or Greene, NY. What Your Total Compensation & Benefits Package will look like: Salary - $55,000 - $67,000 per year. Compensation depends on the selected candidate’s education and experience. Relocation: This role may be eligible for relocation assistance World Class Benefits: Competitive Salary Performance Bonus Generous Paid Time Off and 13 Paid Holidays Affordable Medical plans and no-cost Dental & Vision options 100% 401(k) match up to 6% Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability Tuition Assistance Program Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance Recognition and Kaizen (continuous improvement) Reward Programs Meaningful opportunities for personal and professional development Onsite Fitness Center & Occupational Health Clinic (Columbus, IN office only) Best in class work culture! Big Name | Big Opportunities | Life is Better at Toyota Toyota Material Handling North America (TMHNA), the industry leader in forklift sales, comprises two main brands: Toyota Material Handling and The Raymond Corporation. We believe investing in the best people, products, and processes will fuel our future success, and we will always be driven by our foundational principles of “respect for people” and “continuous improvement”. With opportunities across North America, we are confident you will find the right position within TMHNA that can help you build a long, fulfilling career. Learn more here: https://www.toyotaforklift.com/careers Follow us on Social Media: Working at Toyota Material Handling | Glassdoor