Technical Support Representative Tier II

OVERVIEW

The Technical Support Representative Tier II primary role provides positive product support via phone and electronic communication. Additionally the Tier II acts as a facilitator to Tech Support Tier I Representatives on the team, by providing guidance, troubleshooting assistance, and higher-level technical support in addition to supporting all customer issues. This role works independently and as part of a team to find the best solution to the matter at hand. This position is responsible for providing accurate and prompt support for all CyberPower’s product lines (accessories, UPS, surge, software, etc.). It requires excellent customer service to our business partners, end-user customers, and to Tech Support Tier I Representatives.

RESPONSIBILITIES

  • Serve as the escalation point to the team for incidents or support requests that require advanced troubleshooting or understanding of CyberPower products and software as they relate to networking, virtualization, and security.
  • Train, coach, and mentor Tech Support Representatives providing feedback to leadership on their progress and/or areas of development.
  • Provide elevated communication and problem resolution with external customers pertaining to more challenging inquiries that frontline Technical Representatives are unable to resolve.
  • Manage and respond to daily Customer Support Team phone and chat queues.
  • Pursue and maintain regular training to ensure strong network and software knowledge to support our PowerPanel offerings.
  • Own designated special customer accounts and priority customer queues.
  • Responsible for providing accurate and timely day-to-day product support for end-users, sales team, and distributors.
  • Communicate directly with external customers to ascertain difficulties with products and assist in resolving them.
  • Deliver exceptional customer service on every communication, which includes demonstrating patience, the ability to listen, empathize, analyze, and adapt to customer situations adeptly.
  • Navigate user’s issues and provide a positive customer experience.
  • Response to web tickets requests via phone, instant messaging, and/or email in a manner consist with company practices and protocols, adjusting delivery that best meets the need of the end user.
  • Responsible for upholding team metrics, company and individual performance goals requesting assistance in a proactive manner.
  • Promptly answer support related emails, phone calls and other electronic communications.
  • Track customer communications in D365.
  • Maintain knowledge of emerging new technologies to assist customers who have adopted them.
  • Manage, prioritize, and resolve or escalate support requests as appropriate.
  • Work diplomatically and effectively across cross-functional teams.
  • Attendance is an essential function of this position.
  • Attend and participate in weekly Customer Support Team meetings.
  • Performing all other duties as assigned.

REQUIREMENTS

  • High School diploma required with an Associate degree preferred.
  • Minimum of one year of experience in CyberPower Technical Customer Support interacting positively and in a professional manner – subject to manager discretion.
  • Self-starter, passionate about technology with the ability to quickly learn technically related material.
  • Intermediate computer skills, including experience operating within a Windows environment; Microsoft certifications preferred. Experience with Mac and Linux operating systems is a plus.
  • Professional written, verbal, and interpersonal communication skills that produce desired results.
  • Ability to effectively present information and respond to questions from internal and external customers which includes coworkers, managers, customers, regulatory agencies, and vendors.
  • Capable of reading and interpreting information, such as reports, general correspondence and policy guidelines, with the ability to share with others as needed.
  • Ability to use a computer and standard business and other work-related software with minimal instruction.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals.
  • Excellent active listening, decision-making, team building and customer service abilities.
  • Ability to work and prioritize independently with the capacity to collaborate with others.
  • Excellent time and organizational abilities with the ability to seek assistance in a professional manner.
  • Ability to manage multiple and varied projects simultaneously with minimal supervision while maintaining attention to detail.
  • Capable of demonstrating an understanding of, and being sensitive to, serving a culturally diverse customer base.
  • Demonstrated ability to learn and apply newly acquired feedback, skills, and knowledge.
  • Ability to maintain confidentiality and comply with professional ethics and standards.
  • Ability to learn and apply new competencies and information as to enhance individual job performance and make recommendations to the department.
  • Strong sense of urgency, accuracy, and follow through.
  • Ability to work independently and as a contributing team member, self-motivating.
  • Proficient in D365 Customer Experience and Microsoft Office applications including PowerPoint, Excel, Word, etc.
  • Flexible, organized, personable; professional attire required.

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • While performing these duties the person is regularly required to walk, stand, bend, climb stairs, kneel, or crouch and successfully demonstrate the ability to write or use a computer or other electronic devices and operate a variety of hand and power tools.
  • Employees in this position may need to regularly lift at least [25 lbs. and up to 80] pounds occasionally and may need to exert themselves while performing the above-mentioned duties.
  • Perform a variety of physical labor including climbing ladders, bending, kneeling, reaching and standing for long periods of time. Also includes being able to lift boxes, tools, equipment and materials.
  • Ability to drive a car and travel to worksites. Employee will be reimbursed mileage according to corporate reimbursement schedule if using a personal vehicle.
  • Reasonable accommodations will be made as needed to assure staff is safe. Assistance will be provided if employee is unable to complete a task.

QUALIFICATIONS
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to pass a Criminal Background Check.
  • Current driver’s license along with a good driving record and valid insurance