About Eastman Digital Products 

Eastman Digital Products is focused on creating market differentiation for Eastman products by delivering innovative customer-facing digital platform experiences. We do this by reimagining how technology, combined with business understanding, can disrupt industries and provide a safer, more sustainable future. 

· Manage our customers in our key billing and subscription management platforms.

· Subject matter expert in product and customer reporting systems.

· Maintain customer database for Core backend systems.

· Maintain data integrity between our digital product systems and Eastman systems.

· Train others on reporting systems use.

· Serve as the first point of contact for customers seeking access to Core via phone or email during peak hours. 

Secondary Responsibilities 

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Provide product demonstrations for perspective customers

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs

· Follow-up and update customer status and information

· Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents to resolution/escalation

· Identify and suggest possible improvements to procedures 

Additional Responsibilities: 

· Provide exceptional customer experiences by empowering your customers.

· Tailor solutions for customers which can greatly enhance their product/service enjoyment.

· Ability to navigate through multiple computer applications with speed and accuracy.

· Ability to effectively research and identify solutions using computer-based resources.

· Ability to work in a paperless work environment where customer privacy is paramount.

· Ability to embrace feedback and coaching to help maximize your potential.

· Some travel may be required +/-10%

Qualifications 

The successful candidate will have the following qualifications:

· Minimum six-months experience in providing customer service either via phone or in person.

· Degree required

· Fluent in English

· Familiarity with iOS and/or macOS, or comparable technology, is preferred

· Intermediate/Advanced Microsoft Office experience (Outlook, PowerPoint, Excel)

· PowerBI familiarity

· SalesForce.com experience

· Team player mentality with desire to learn and try new things

· The ability to relate to customers in a professional and courteous manner.

· Excellent attention to detail and multi-tasking ability.

· Excellent written, verbal and listening skills.

· The ability to work under pressure.

· The ability to maintain excellent attendance and adherence to assigned work schedules.