Remote Customer Experience Tech Support Specialist

Generac Power Systems; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

Generac Power Systems is seeking a Customer Experience Technical Representative to deliver expert product information and focused customer care. The role supports customers via email, phone, text, or chat and requires training on-site in Wisconsin before transitioning to remote work.

Responsibilities include documenting interactions, resolving inquiries, and maintaining performance metrics. A year of customer service or technical troubleshooting experience and a high school diploma are required.

Qualifications

• 1 year of experience in a customer service role or technical troubleshooting.
• Strong technical aptitude to understand product information and guide customers.
• Excellent verbal and written communication skills.
• Ability to de-escalate and resolve issues effectively.

Responsibilities

• Pass product and process testing following training.
• Receives and documents all customer interactions in real time.
• Corresponds to customer interactions via email, phone, text or chat.
• Maintains center metrics including customer satisfaction, productivity and adherence.
• Responds to and resolves customer technical and non-technical inquiries and issues.
• Assists customers with installation and issue resolution in the moment.
• Escalates more complex inquiries to specialized teams.
• Maintain Outlook email inbox, calendar, and tasks regularly.

Skills

Technical aptitude

Communication

Empathy

De-escalation

Analytical thinking

Education

High School Diploma or GED

Job description

Generac Power Systems is seeking a Customer Experience Technical Representative to deliver expert product information and focused customer care. The role supports customers via email, phone, text, or chat and requires training on-site in Wisconsin before transitioning to remote work.

Responsibilities include documenting interactions, resolving inquiries, and maintaining performance metrics. A year of customer service or technical troubleshooting experience and a high school diploma are required.