Power Generation Technical Support Rep

ExtensisHR•Buford, GA

16h•Onsite

About The Position

The Power Generation Technical Support Rep. is responsible for fielding calls and e-mail requests from customers seeking assistance with our products. Our technical support reps use their knowledge of our products and of power generators and air compressors as well as certain other products such as cathodic protection monitoring equipment to provide timely and accurate solutions to our customers. We look for results-oriented people who have initiative, a good attitude, the ability to learn quickly, a willingness to succeed, and who truly enjoy helping people.

Requirements

Knowledge of electrical wiring and ability to interpret wiring diagrams.
Bachelor's degree in a relevant technical field or equivalent work experience.
Proven experience in technical support, preferably in the IoT or power generation industry.
Strong understanding of networking concepts, protocols, and communication technologies.
Familiarity with power generation systems and equipment.
Excellent communication skills and the ability to convey technical information to non-technical users.
Customer-focused with a commitment to providing exceptional support.
Working in an office environment Monday-Friday full-time with some weekend on-call coverage from time to time.

Nice To Haves

Experience in installing and supporting IoT devices.
Experience with power generators is a plus.

Responsibilities

Working to exceed customers’ expectations, creating a positive customer perception of OmniMetrix
Providing proper documentation of all customer contact
Provide timely and effective technical support to customers via phone, email, and chat.
Troubleshoot and resolve hardware and software issues related to power generator monitoring systems.
Assist customers in the installation, configuration, and maintenance of IoT devices.
Develop and maintain a deep understanding of our IoT power generator monitoring products and services.
Stay updated on industry trends, product updates, and technological advancements to better assist customers.
Analyze and diagnose complex technical problems, ensuring swift and accurate resolution.
Collaborate with cross-functional teams to escalate and resolve issues promptly.
Create and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
Provide input to improve product documentation based on customer feedback and common support issues.
Conduct training sessions for customers on the use of our power generator monitoring solutions.
Collaborate with the sales team to assist in customer onboarding processes.
Participate in testing new product releases and updates before deployment.
Report and document any bugs or issues discovered during testing.