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Requisition ID:  32301

Customer Support Help Desk

 

 

Are you looking for more?
 

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team.


As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk.

 

 

Primary Objective: 

Provide and track 1st level customer and sales support for self-service tools and related systems, primarily related to the online ordering process (Xchange and Mohawknet). Provide Help Desk support for geographically dispersed customers and sales. Participate in self-service tool and system improvements and problem resolution.  Resolve customer inquiries and guide the users through the features and functionalities of the website.

 

Major Function and Scope:

  • Provide assistance daily to customers and internal users to resolve issues and address questions regarding self-service tools, technical support, and available functionality
  • Perform self-service help desk tracking and reporting of user calls and requests
  • Troubleshoot and track system errors
  • Participate in self-service system requirements
  • Assign new user accounts and resolve user access issues
  • Participate in communication to users regarding tool and/or system changes or events, system maintenance/downtime, basic changes in functionality, etc.
  • Maintain self-service reference materials
  • Gather and share customer feedback and feature requests with our leadership team
  • Maintain effective, concise and professional communications with internal teams and external customers
  • Performs other duties as assigned

 

Type of Experience and Knowledge:

  • High school diploma or GED required2 years of experience in a frontline customer facing role which may include but not limited to customer service representative, help desk, or communications support position
  • Experience troubleshooting and resolving issues with customers. Must be able to diagnose and resolve basic technical issues.
  • Must be comfortable navigating web browsers, Microsoft Office products, and have a solid understanding of computer systems and mobile devices.
  • PC support related experience or previous position as a trainer is a plus, but not required

 

Competencies: 

  • Strong verbal, written, and interpersonal communications skills
  • Ability to effectively exercise discretion and judgment when interacting with users
  • Willingness to accept responsibility, escalate when necessary, and provide suggestions and ideas for improvement
  • Ability to work in a high-pressure environment and render problem-solving resolutions
  • Excellent problem-solving and analytical skills to evaluate logical connections between user questions and systems
  • Ability to provide support and train various levels of users via phone
  • Proven customer service and team collaboration skills
  • Ability to manage multiple tasks, efficiently prioritize personal workload, and embrace new challenges
  • Detail orientation, customer-focused, and intent upon providing quality service
  • Strong technology aptitude with excellent Web, Word and Excel skills
  • Strong PC skills with a well-developed troubleshooting ability

 

 

Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

 

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.