Technical Support Representative
About The Position
We are looking for a highly motivated, unflappable, and passionate individual to join our team as a Technical Support Representative (TSR). TSRs support our customers by fielding phone, chat, and e-mail support requests, directly addressing these requests or working with other team members to get them addressed, communicating solutions back to our customers, and tracking and documenting these solutions for reference and future use. TSRs also support the Powerhouse Dynamics (PhD) team by assisting with orders, data requests, and other technical work needed to support our customers. TSRs work closely with other members of the PhD Operations and Sales teams to provide a top-notch customer experience. This is a remote role. Ideal candidate will be located in one of these timezones, Central, Mountain, or Pacific
Requirements
- You are located in one of these timezone, Central, Mountain or Pacific
- Excellent customer service skills
- Strong written and verbal communication skills
- Technical background including familiarity with modern web technologies and Software as a Service
- Ability to continually and effectively manage multiple concurrent customers and priorities
- Strong organizational skills with attention to detail
- Ability to learn and think quickly and be a self-starter
- Willingness to support night and weekend work as needed (On call once every 5 weeks)
- Working knowledge, or willing to develop a working knowledge, of SQL
- Minimum of B.A. or B.S. undergraduate degree or equivalent experience
Nice To Haves
- Experience with hardware technologies a major plus
Responsibilities
- Respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team
- Track all issues and their resolution and communicate outcomes to customers and partners.
- Maintain case histories through our ticketing system and provide key information from customer interactions to PhD management
- Provide training, as needed, to ensure customers understand product functionality
- Assist with product orders and returns as appropriate
- Make outbound calls as needed to address key customer issues
- Assist with the development and delivery of training materials for customers, partners, and our after-hours support team
- Help oversee the performance of our after-hours support team
- Assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals
- Perform other job duties as assigned
Benefits
- We offer excellent compensation and benefits that start on your first day!
- We also believe in work/life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
11-50 employees
