Tech Support Specialist

Solarus•Wisconsin Rapids, WI

2d•$15•Hybrid

About The Position

At Solarus, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a friendly, customer-focused, technical problem solver for a full-time opportunity within our Technical Assistance Center (TAC). Our TAC employees provide our customers top-notch technical support, advice, and assistance with technical, hardware and software system problems over the phone. The ideal candidate is a quick learner with strong analytical and problem-solving skills, and the ability to thrive in high-pressure problem-solving situations. As the voice of our company, TAC employees must possess excellent communication and interpersonal skills, as well as enthusiasm for helping customers and driving satisfaction. This position offers the potential for substantial professional growth in terms of skills and technical knowledge.

Requirements

High School degree required.
Additional pay offered for CompTIA A+ certification.
Must be able to interact professionally with customers over the phone in a patient manner.
Ability to speak clearly.
Exceptional communication, critical thinking, active listening, and problem-solving skills.
Demonstrated ability to prioritize and handle multiple tasks simultaneously.
Ability to work weekends, overtime, and scheduled holidays on a rotating schedule.
Must live in the state of Wisconsin.

Nice To Haves

Associates degree in a related field.
Conflict-resolution expertise.

Responsibilities

Handle inbound and outbound calls in a timely manner.
Troubleshoot hardware and software problems over the telephone. May dispatch, escalate or refer requests to other departments.
Create and maintain case management records of daily problems and remedial actions taken in the support database.
Assist with customer computer repairs over the phone.
Respond to both customer and employee calls related to Solarus services.
Identify customer needs, research issues, resolve complaints and provide solutions.
Maintain ownership of calls throughout the customer request, including follow-ups and escalations.
Continuously learn and adapt to new equipment, technology, and platforms.
Build positive relationships by going above and beyond with customer service, ensuring all questions and support issues are addressed appropriately.
Other duties, as assigned.