Remote Tech Support & Customer Experience (WI)

Generac Power Systems; Madison (WI); Remote; USD 38,000 - 52,000; Full time

Job summary

Generac Power Systems is seeking a Customer Experience Technical Representative to deliver the 'Customer First' promise. This full-time weekend role (Friday to Monday, 10 hours per shift) is remote but must sit in Wisconsin, with training Mon-Fri first shift.

You will handle customer interactions via email, phone, text or chat, document in real time, troubleshoot, assist with installation, and escalate complex issues to specialists.

Qualifications

• 1 year experience in a customer service role or technical troubleshooting.
• High School Diploma or GED.
• Contact Center experience with troubleshooting.
• Experience handling a high volume of inbound calls.

Responsibilities

• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact 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
• Assists customers with troubleshooting issues and offer accurate information in the moment
• Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions
• Maintains product knowledge through training and continuing education
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintain Outlook email inbox, calendar, and tasks regularly
• Other duties as assigned and the following:
• Flexible to work overtime hours to meet customer & business need
• Data entry

Skills

Customer service

Technical troubleshooting

Communication skills

Data entry

Education

High School Diploma or GED

Tools

Outlook

Job description

Generac Power Systems is seeking a Customer Experience Technical Representative to deliver the 'Customer First' promise. This full-time weekend role (Friday to Monday, 10 hours per shift) is remote but must sit in Wisconsin, with training Mon-Fri first shift.

You will handle customer interactions via email, phone, text or chat, document in real time, troubleshoot, assist with installation, and escalate complex issues to specialists.