Technical Support Representative

Technical Support Representative

The Technical Support Representative is responsible for fielding calls and e-mail requests from customers seeking assistance with our products. Our technical support representatives 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.

Customer Support

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
• Work to exceed customers' expectations, creating a positive customer perception of OmniMetrix

Product Knowledge

• 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

Documentation

• 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
• Provide proper documentation of all customer contact

Training and Onboarding

• 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

Quality Assurance

• Participate in testing new product releases and updates before deployment
• Report and document any bugs or issues discovered during testing

What You Bring

• Experience providing customer-facing technical support via phone, email, and chat
• Working knowledge of power generators, air compressors, or similar industrial/IoT equipment (or strong aptitude to learn)
• Ability to troubleshoot and diagnose hardware and software issues in a remote monitoring environment
• Strong written and verbal communication skills
• Ability to manage multiple support requests and prioritize effectively in a fast-paced environment
• Comfortable working a Monday–Friday in-office schedule between 8:00 AM and 6:00 PM Eastern
• High school diploma or equivalent required; Associate's degree or technical certification preferred

What We Offer

• Competitive compensation, commensurate with qualifications and experience
• Medical & dental insurance
• 401(k) plan
• Paid time off
• Stock option plan