EcoCare Support
TelkonetWaukesha, WI, United States3 days ago
Job type
- Full-time
Job descriptionOne year certificate from college or technical school; or three to six months related experience and / or training; or equivalent combination of education and experience specific to any or all listed : ü Call center operations ü Customer service ü Networking technology ü Rhapsody & Ecosmart knowledge ü IT knowledgable ü HVAC equipment and knowledge Ability to write routine reports and correspondence. Ability to speak effectively to customers or employees of an organization. Bi-Lingual capability a huge plus (Spanish) Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. An individual should have knowledge of : Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (email). General computer and networking knowledge is required. Show competence in both troubleshooting network equipment and end user connection settings. Ability to multitask is important as is customer focus and attention to detail. Written skills are necessary, as documenting customer issues and troubleshooting steps effectively and completely is vital to expedited issue resolution. Ability to prioritize multiple responsibilities and the ability to monitor and react to multiple customer alerts and requests. Interpersonal skills and the ability to work independently and as part of a team toward a collective goal is also required. Ability to or have experience working in environments which require superior customer service skills. Have excellent organizational, verbal and written communication skills. Must have a professional, outgoing, guest-service oriented manner. Able to work a flexible schedule to include weekends and holidays. Must be friendly, courteous, service-oriented, and flexible and enjoy working with a variety of staff. Must be detail-oriented and work effectively under pressure while meeting all applicable deadlines. Analytical - Collects and researches data; uses intuition and experience to complement data. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics or interactions. Technical Skills - Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, escalates to manager / supervisor appropriately. Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings. Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information. Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.
IT / Customer Support
The Support representative, who reports to the Operations Manager, provides a second level of support to customers and field representatives, both by monitoring the level of service provided and providing support in case a malfunctioning unit is reported. This position is primarily responsible for being a key point of contact related to the support of all Telkonet products and services. Monitoring customer networks and HVAC systems, hardware or software issues are addressed quickly, effectively, and proactively; ensuring all questions and requests are handled immediately with greater than 90% resolution on first call by performing the following duties.
Specifically, the Support's responsibilities are to :
- Diagnose and resolve customer support requests.
- Answer customer phone calls, resolve caller issues, and document each one appropriately.
- Monitors, creates tickets, and resolves tickets as assigned.
- Responds to support emails.
- Reviews, updates, and resolves tickets on an ongoing basis.
- Returns support voicemail promptly.
- Other duties as assigned.
Tool : Remote access, VPN, command line interface navigation
Technical Skills
Soft Skills
Internal relations : R&D, Quality, PDE, Project Management
External relations : Customers
Organizational relations
Reports to : Operations Manager
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Support • Waukesha, WI, United States
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