IT/Customer Support The Support representative, who reports to the Operations Manager, provides a second level of support to customers and field representatives, both by monitoring the level of service provided and providing support in case a malfunctioning unit is reported. This position is primarily responsible for being a key point of contact related to the support of all Telkonet products and services. Monitoring customer networks and HVAC systems, hardware or software issues are addressed quickly, effectively, and proactively; ensuring all questions and requests are handled immediately with greater than 90% resolution on first call by performing the following duties. Specifically, the Support's responsibilities are to:
- Diagnose and resolve customer support requests.
- Answer customer phone calls, resolve caller issues, and document each one appropriately.
- Monitors, creates tickets, and resolves tickets as assigned.
- Responds to support emails.
- Reviews, updates, and resolves tickets on an ongoing basis.
- Returns support voicemail promptly.
- Other duties as assigned.
Tool: Remote access, VPN, command line interface navigation Technical Skills Soft Skills
- One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience specific to any or all listed:
- ü Call center operations
- ü Customer service
- ü Networking technology
- ü Rhapsody & Ecosmart knowledge
- ü IT knowledgable
- ü HVAC equipment and knowledge
- Ability to write routine reports and correspondence.
- Ability to speak effectively to customers or employees of an organization.
- Bi-Lingual capability a huge plus (Spanish)
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- An individual should have knowledge of: Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (email).
- General computer and networking knowledge is required.
- Show competence in both troubleshooting network equipment and end user connection settings.
- Ability to multitask is important as is customer focus and attention to detail.
- Written skills are necessary, as documenting customer issues and troubleshooting steps effectively and completely is vital to expedited issue resolution.
- Ability to prioritize multiple responsibilities and the ability to monitor and react to multiple customer alerts and requests.
- Interpersonal skills and the ability to work independently and as part of a team toward a collective goal is also required.
- Ability to or have experience working in environments which require superior customer service skills.
- Have excellent organizational, verbal and written communication skills.
- Must have a professional, outgoing, guest-service oriented manner.
- Able to work a flexible schedule to include weekends and holidays.
- Must be friendly, courteous, service-oriented, and flexible and enjoy working with a variety of staff.
- Must be detail-oriented and work effectively under pressure while meeting all applicable deadlines.
- Analytical - Collects and researches data; uses intuition and experience to complement data.
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics or interactions.
- Technical Skills - Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
- Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, escalates to manager/supervisor appropriately.
- Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
- Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information.
- Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.
Internal relations: R&D, Quality, PDE, Project Management External relations: Customers Organizational relations Reports to: Operations Manager