Customer Experience Technical Representative

Generac Power Systems; City of Pewaukee (WI); On-site; USD 42,000 - 66,000; Full time

Job summary

Generac Power Systems is seeking a Customer Experience Technical Representative in Pewaukee, Wisconsin to deliver a best-in-class customer experience. You will provide technical and non-technical support, guide customers through issues, and ensure timely resolution across phone, email, chat, and other channels.

Responsibilities include troubleshooting technical and product-related concerns, offering accurate information and recommendations, documenting interactions, assisting with installation

Qualifications

• Strong communication and problem-solving skills.
• Customer support experience across multiple channels.
• Ability to troubleshoot technical issues and explain solutions clearly.

Responsibilities

• Serve as a primary contact for customers via phone, email, chat, and other channels.
• Troubleshoot and resolve technical and product-related concerns.
• Provide accurate product information, guidance, and recommendations.
• Document customer interactions and maintain case records in real time.
• Assist customers with installation, operation, and issue resolution.
• Utilize internal tools to research and respond to inquiries.
• Escalate complex or unresolved issues to appropriate internal teams.
• Maintain performance metrics including productivity, quality, and CSAT standards.

Job description

We believe power is a promise - a shared commitment to be there for others when it matters most.

For more than 65 years, we’ve turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

Ready to Power a Smarter World with us?

The Customer Experience Technical Representative is responsible for delivering a best-in-class customer experience by providing technical and non-technical support to customers. This role serves as a primary point of contact, leveraging product knowledge and troubleshooting skills to resolve inquiries, guide customers through issues, and ensure timely and accurate resolution.

Key Responsibilities

• Serve as a primary point of contact for customers via phone, email, chat, and other channels

• Troubleshoot and resolve customer issues, including technical and product-related concerns

• Provide accurate product information, guidance, and recommendations

• Document customer interactions and maintain case records in real time

• Assist customers with installation, operation, and issue resolution

• Utilize internal tools and resources to research and respond to customer inquiries

• Escalate complex or unresolved issues to appropriate internal teams

• Maintain performance metrics, including productivity, quality, and customer satisfaction standards

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