Technical Support Specialist

Technical Support Specialist

Summary :

Provides basic technical support and assistance to customers via e-mail, phone, or chat. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of the organization's products and services. Escalates more complex inquiries to a higher-level support team. Typically requires a high school diploma or equivalent. Typically reports to a supervisor.

Responsibilities and Functions :

• Communicates with Technical team using Teams application.
• Locates service centers for customers that require repair or maintenance on their generator.
• Maintains professionalism and composure during all customer interactions.
• Demonstrates empathy and patience to customers, especially under stressful situations.
• Utilize NetSuite to navigate and create, part orders, customer profiles, support cases, and creating Shopify orders.
• Responds to Chat inquires quickly with an approval rating over 90%.
• Responds to Email Information page inquiries through Outlook.
• Troubleshoot and answer customer inquiries regarding our products.
• Continuously learns our products and best practices for troubleshooting generators.
• Vonage answer rate must be above 95% unless assigned other duties.
• Vonage ready state must be above 90% unless assigned other duties.
• Must answer and assist to completion over 99% of all calls.
• Attach is related documents and files to each customer profile case in NetSuite.
• Utilizes operating manuals, FAQ's, and website and other sources to assist with customer inquiries.
• May be required to assist other departments.
• Overtime as needed during peak season.
• Some travel as needed.
• Completes trainings and attends Company meetings as assigned.
• Other duties as assigned.

Skills and Abilities :

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.