Technical Customer Support Specialist
1 week ago
Generac is a premier energy technology firm dedicated to advancing a smarter energy landscape. With over 60 years of innovation, we have pioneered the home standby generator market and are evolving into a comprehensive energy technology solutions provider.
At Generac, we foster a culture of excellence, encouraging a drive to succeed while valuing respect and growth within our community.
Position Overview:
The Technical Customer Support Specialist plays a vital role in fulfilling Generac's commitment to a "Customer First" philosophy. This position requires a solid understanding of technical product details to deliver informed guidance and recommendations. The individual in this role is tasked with ensuring outstanding customer service by leveraging product knowledge to provide precise information, address inquiries, and guarantee resolution.
Key Responsibilities:
- Deliver exceptional customer satisfaction in every interaction.
- Successfully complete product and process training assessments.
- Document all customer interactions in real-time.
- Engage with customers through various communication channels including email, phone, text, and chat.
- Maintain performance metrics such as customer satisfaction, productivity, and adherence.
- Address and resolve both technical and non-technical customer inquiries.
- Assist customers with installation and troubleshooting during interactions.
- Utilize available product materials and tools to find answers to customer questions, staying informed on products, services, and promotions.
- Enhance product knowledge through ongoing training and education.
- Escalate complex inquiries or complaints to specialized teams as necessary.
- Support Tier I agents with escalated customer issues.
- Regularly manage Outlook email inbox, calendar, and tasks.
- Mentor Tier I agents.
- Be flexible to work overtime as needed to meet customer and business demands.
- Perform data entry tasks.
- High School Diploma or GED.
- At least 1 year of experience in customer service or technical troubleshooting.
- 6 months of experience in technical troubleshooting for internet support applications and mechanical systems.
- 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 platforms like SAP or Salesforce.
- Basic proficiency in Microsoft Office Suite, including Teams and Outlook.
- Bilingual in Spanish is a plus.
- Technical Aptitude: Proficient in intermediate technical tasks.
- Results Driven: Focused on achieving successful outcomes.
- Supportive: Encourages peers and fosters teamwork.
- Disciplined: Adheres to policies and processes reliably.
- Forward-Thinking: Committed to continuous improvement.
- Conflict Resolution: Skilled in de-escalating situations.
- Coachable: Open to feedback and development opportunities.
- Accountability: Responsible for ethical conduct and actions.
- Receptiveness: Open to new information and its potential benefits.
- Empathy: Able to understand and express the experiences of others.
- Independent Initiative: Capable of self-directed thinking and action.
- Analytical Skills: Proficient in identifying problems and proposing solutions.
- Communication: Excellent verbal and written communication abilities.
While performing the duties of this position, the employee is frequently required to communicate verbally and audibly, as well as use hands to manipulate objects or controls. The role involves regular standing and walking, with occasional requirements to stoop, bend, or reach overhead. The employee may need to lift up to 25 pounds occasionally. This position typically involves extensive computer-based work, necessitating periods of sitting, 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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