Customer Support Technician

2 weeks ago

Wisconsin Rapids, Wisconsin, United States Solarus Full time
Position Overview

Salary: Starting at $15/hr, based on experience

Role: Customer Support Technician

At Solarus, we depend on skilled individuals to engage with our esteemed clients when they encounter inquiries or issues. We are in search of a personable, customer-oriented, technical problem solver for a full-time role within our Technical Assistance Center (TAC). Our TAC team members deliver exceptional technical support, guidance, and assistance with technical, hardware, and software system challenges via telephone.

The ideal candidate is a fast learner with robust analytical and problem-solving abilities, capable of excelling in high-pressure situations. As representatives of our organization, TAC team members must exhibit outstanding communication and interpersonal skills, along with a genuine passion for assisting customers and enhancing satisfaction. This role offers significant opportunities for professional development in terms of skills and technical expertise.

Available Shifts: 8:00 am - 4:30 pm

Key Responsibilities:

  • Manage incoming and outgoing calls efficiently.
  • Diagnose hardware and software issues over the phone, with the possibility of dispatching, escalating, or referring requests to other departments.
  • Document and maintain case management records of daily issues and corrective actions in the support database.
  • Assist customers with computer repairs via telephone.
  • Address both customer and employee inquiries related to Solarus services.
  • Identify client needs, investigate issues, resolve complaints, and provide effective solutions.
  • Maintain ownership of calls throughout the customer interaction, including follow-ups and escalations.
  • Continuously learn and adapt to new technologies, equipment, and platforms.
  • Foster positive relationships by exceeding customer service expectations, ensuring all inquiries and support issues are resolved appropriately.
  • Perform additional duties as assigned.

Required Qualifications:

  • High School diploma or equivalent.
  • Additional compensation available for CompTIA A+ certification.
  • Ability to interact professionally with clients over the phone in a patient manner.
  • Clear verbal communication skills.
  • Exceptional communication, critical thinking, active listening, and problem-solving capabilities.
  • Proven ability to prioritize and manage multiple tasks simultaneously.
  • Availability to work weekends, overtime, and scheduled holidays on a rotating basis.
  • Residency in the state of Wisconsin is required.

Preferred Qualifications:

  • Associate's degree in a relevant field.
  • Expertise in conflict resolution.

Benefits:

  • 401k plan with generous employer matching.
  • Immediate access to health, vision, and dental insurance.
  • Paid time off.
  • Discounted employee services within our service area.
  • Options for hybrid or remote work schedules.

About Solarus:

Solarus has been providing communication services to Central Wisconsin residents since 1896. Our unwavering commitment to delivering innovative solutions has led to numerous technological advancements and significant growth. Today, we proudly offer a comprehensive range of services, including residential and business High-Speed Internet, Voice, Video, Security, and Home Automation solutions.

Owned by over 900 local stockholders, who are also our customers, both the company and its dedicated team of over 110 employees are committed to supporting local schools, organizations, and community initiatives that align with our mission to enhance the quality of life in Central Wisconsin.

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