Customer Experience Technical Representative

Generac; City of Pewaukee (WI); On-site; USD 41,000 - 56,000; Full time

Job summary

Generac in Pewaukee, WI seeks a Customer Experience Technical Representative to deliver best-in-class support across phone, email, chat and other channels. You will leverage product knowledge to troubleshoot and guide customers to timely resolutions.

You will document interactions, assist with installation and operation, and use internal tools to research inquiries while escalating complex issues when needed.

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

Job description

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