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. The second shift is Monday to Friday, 10 a.m. to 7 p.m. CST, with a rotating Saturday, 9 a.m. to 2 p.m. CST.A successful candidate must be able to:
- 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.
A successful candidate will demonstrate:
- Commitment to the empathy of the customer.
- The ability to critically analyze, research, and verify information through online resources, manuals, or with the R&D department.
- 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.
Qualifications:
- 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:
- This position may require the ability to perform tasks that involve sitting, standing, walking, lifting, computer work and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodations.
Signature Solar Perks:
- Medical.
- Dental.
- Vision.
- Supplemental life.
- PTO.
- Company-branded merchandise.
- Community events.
- Company-funded continued education opportunities.
- Discounts and perks through locally owned businesses.
- Free Lunch Fridays!
EEO Statement:
- Signature Solar is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.