Technical Support Agent

Fronius • Portage, IN

3d • Hybrid

About The Position

The Technical Support Representative works both independently and as a team player, focusing on technical support through telephone calls and email communication. This position diagnoses issues and guides the customer through corrective actions. The Technical Support Representative is responsible for communicating with the appropriate internal teams to properly escalate unresolved issues to maximize customer satisfaction.

Welding/Solar and Energy specific Tasks and Responsibilities:
Welding:
Supports System and Application Engineers with service calls and emails
Assists customers with Welding equipment configuration and instillation requirements
Provides product information to prospective Welding customers
Solar and Energy:
Supports Solar and Energy Application Engineers with service calls and emails
Assists customers with Solar system configuration and installation requirements
Provides product information to prospective Solar and Energy customers

Requirements

• Associate’s degree/Technical Certification from an accredited college or university required
• Education, training and/or 1+ years of experience in a related field
• Ability to work independently and as a team member
• Proficient in use of Microsoft Word, Excel, PowerPoint, Outlook, and CRM software
• Excellent analytical and problem-solving skills
• Ability to identify, make recommendations and solve customer issues
• Limited travel
• Basic electrical knowledge is required
• Excellent verbal and written communication skills
• Ability to express thoughts clearly and concisely
• Customer service driven
• Ability to multi-task and meet goals and objectives
• Authorized to work in the U.S. and possess a valid motor vehicle operator license
• Must comply with all safety and health standards established by Fronius USA, LLC and federal, state or local requirements
• Employees will perform duties in an office environment and a field setting
• Employees will be occasionally exposed to tripping hazards
• The noise level in the work environment is usually low to medium

Nice To Haves

• Help desk experience is a plus

Responsibilities

• Offers email and telephone support for customer inquiries and issues
• Possesses the ability to multi-task and effectively diagnose, analyze, and problem-solve via telephone and email
• Excels in time management and organizational skills
• Evaluates client needs for upgrades or upsells of current or new installations
• Delivers application advice for Fronius team members, end customers, distributors, and dealers
• Provides technical support for the introduction of products, systems and processes into the market
• Represents Fronius USA LLC in a professional and respectful manner while also promoting the Fronius Way philosophy
• Follows escalation guidelines
• All other duties as assigned by management
• Supports System and Application Engineers with service calls and emails
• Assists customers with Welding equipment configuration and instillation requirements
• Provides product information to prospective Welding customers
• Supports Solar and Energy Application Engineers with service calls and emails
• Assists customers with Solar system configuration and installation requirements
• Provides product information to prospective Solar and Energy customers

Benefits

• Flexible work schedule with hybrid options
• PTO available immediately plus 11 paid holidays
• Employer matched 401(k)
• Medical, Dental, and Vision covered 100% for employees
• 50% company paid Medical, Dental, and Vision for your family
• Employee Assistance Program
• Short-Term and Long-Term Disability
• Flexible Spending Accounts for Health Care and Dependent Care

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree