Technical Customer Support Specialist

2 weeks ago

Waukesha, Wisconsin, United States Generac Power Systems Full time
About Generac Power Systems:

Generac is a premier energy technology organization dedicated to advancing a more intelligent world. With over 60 years of commitment to energy innovation, we have pioneered the home standby generator market and are now evolving into a comprehensive energy technology solutions provider.

At Generac, we strive to bring our best energy to work each day, fostering a culture of success while valuing respect and growth.

Position Overview:
The Customer Experience Technical Advocate plays a vital role in fulfilling Generac's commitment to a "Customer First" philosophy. This position necessitates a deep understanding of technical product details to deliver informed guidance and recommendations. The individual in this role is tasked with ensuring exceptional customer service by leveraging product knowledge to provide precise information, address inquiries, and guarantee resolution.

Key Responsibilities:
  • Deliver outstanding customer satisfaction with every interaction.
  • Successfully complete product and process assessments following intermediate training.
  • Document all customer interactions in real-time.
  • Engage with customers through various communication channels including email, phone, text, or chat.
  • Maintain key performance metrics such as customer satisfaction, productivity, and adherence.
  • Address and resolve both technical and non-technical customer inquiries and issues.
  • Assist customers with installation and troubleshooting in real-time.
  • Utilize available product materials and tools to find answers to customer questions, staying updated on products, services, and promotions.
  • Enhance product knowledge through ongoing training and education.
  • Appropriately escalate complex inquiries or complaints to specialized teams.
  • Support Tier I agents with customer escalations.
  • Regularly manage Outlook email inbox, calendar, and tasks.
Additional Duties:
  • Mentor Tier I agents.
  • Flexibility to work overtime as needed to meet customer and business demands.
  • Perform data entry tasks.
Minimum Qualifications:
  • High School Diploma or GED.
  • One year of experience in a customer service role or technical troubleshooting.
  • Six months of experience in technical troubleshooting for internet support applications and mechanical systems.
Preferred Qualifications:
  • Experience in a contact center environment with troubleshooting responsibilities.
  • Proven ability to manage a high volume of inbound calls.
  • Familiarity with ERP systems such as SAP or equivalent.
  • Experience with CRM systems like SAP or Salesforce.
  • Basic proficiency in Microsoft Office Suite, including Teams, Outlook, and Calendar.
  • Bilingual in Spanish.
Knowledge, Skills, and Abilities:
  • Technical Aptitude: Proficient in intermediate technical tasks.
  • Results-Oriented: Focused on achieving successful outcomes.
  • Supportive: Encourages and assists peers.
  • Disciplined: Consistently adheres to policies and processes.
  • Forward-Thinking: Embraces a mindset of continuous improvement.
  • Conflict Resolution: Skilled in de-escalating situations.
  • Coachable: Open to learning and personal development.
  • Accountability: Takes responsibility for ethical conduct.
  • Receptiveness: Open to new information and its potential value.
  • Empathy: Able to understand and express the experiences of others.
  • Independent Initiative: Capable of independent thought and action.
  • Analytical Thinking: Skilled in identifying problems and solutions.
  • Communication: Excellent verbal and written communication skills.
Physical Requirements: The role involves regular communication, use of hands for manipulation, and frequent standing and walking. Occasionally, the position may require bending, stooping, or reaching above shoulder height. The employee must be able to lift up to 25 pounds. The position also entails prolonged periods of computer-based work, necessitating close vision and the ability to adjust focus. Occasional travel may be required.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law."

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