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.

What we need: 

Mohawk is looking for a Customer Support Help Desk who can do more for all Mohawk Flooring North America brands by supporting existing automation solutions for the FNA Supply Chain organization and implement fast-turnaround automation as requested. 

This position will provide and track first-level customer and sales support for self-service tools and related systems, primarily related to the online ordering process (Xchange and Mohawknet). This includes support for geographically dispersed customers and sales.  

The position will participate in self-service tool/system improvements and problem resolution, as well as resolving customer inquiries and guiding users through the features and functionalities of the website.  

What you’ll do: 

• 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 system changes or events, system maintenance/downtime, basic changes in functionality, etc.  

• Gather and share customer feedback and feature requests with leadership team 

• Maintain effective, concise and professional communications with internal teams and external customers. 

What you have: 

• High school diploma or GED required 

• 2 years of experience in a frontline customer-facing role such as customer service representative, help desk, or communications support position 

• Experience troubleshooting and resolving issues with customers, and the ability to diagnose and resolve basic technical issues 

• A solid understanding of computer systems and mobile devices, including navigating web browsers, and Microsoft Office products. 

• PC support related experience or previous position as a trainer is a plus, but not required 

What you’re good at: 

• Communicating effectively, including strong verbal, written and interpersonal skills 

• Exercising discretion and judgment when interacting with users 

• Trouble-shooting in a high-pressure, fast-moving environment 

• Using your problem-solving and analytical skills to evaluate logical connections between user questions and systems to render good decisions. 

• Providing support and training users via phone 

• Managing multiple tasks, efficiently prioritizing your workload, embracing new challenges 

• Providing quality service with a customer focus and attention to the details  

What else? 

• While we’re a primarily in-office team, we thrive on flexibility and ensuring our people can balance personal and professional time 

• We’re located in a pretty great spot – check out this video to see what we mean.

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.