Technical Support Associate

Technical Support Associate

The Technical Support Associate will provide exceptional customer support by handling incoming phone calls and emails, troubleshooting customers' equipment issues, and effectively addressing their inquiries. They will work in a fast-paced environment, examining, questioning, and resolving complex technical issues with precision and expertise.

Schedule: Monday through Friday, 9:00 a.m. to 6:00 p.m. or 10:00 a.m. to 7:00 p.m. Central Time, with occasional Saturdays based on business needs.

Core Responsibilities

• Manage a high volume of incoming phone calls and emails from customers.
• Analyze, question, and troubleshoot technical issues customers present, ensuring an accurate representation of their problems.
• Guide customers through step-by-step troubleshooting processes, ensuring clear communication and accurate resolution of technical problems.
• Demonstrate excellent communication skills to convey technical information to customers effectively.
• Maintain detailed and accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in the ticketing system.
• All other duties assigned.

Qualifications

Required Experience:

• Commitment to the empathy of the customer.
• The ability to critically analyze, research, and verify information through online resources, and manuals.
• Desire to be a team player and eager to learn and master new technical topics.
• A commitment to a 40-hour work week with a rotating Saturday shift.

Preferred Background:

• Ability to thrive in a fast-paced environment, adapt to changing priorities and deliver timely solutions to customers.
• Excellent verbal and written communication skills to explain technical concepts to customers clearly and concisely.
• 2+ years of customer service is a plus.

Physical Requirements

Office:

• This position may require the ability to perform tasks that involve sitting, standing, walking, lifting 25+ lbs, computer work, and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodation.

Equal Employment Opportunity Statement

Energy Access Innovations and its family of companies is an Equal Employment Opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.