Technical Support Representative

OVERVIEW

The Technical Support Representative provides positive product support via phone and electronic communications. This position 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 and end-user customers.

This position formally reports to the Customer Service Manager and interacts on a regular basis with end-user customers, business partners, sales, administration, and management staff. This position works cooperatively with others as requested.

RESPONSIBILITIES

  • Responsible for providing accurate and timely day-to-day product support for our products to end-users.
  • Communicate directly with external customers to ascertain difficulties with products and assist in resolving them.
  • Navigate user’s issue and provide a positive customer experience.
  • Promptly answer support related emails, phone calls and other electronic communications.
  • Manage, prioritize, and resolve or escalate support requests as appropriate.
  • Deliver exceptional customer service on every communication, which includes demonstrating patience, the ability to listen, empathize, analyze, and adapt to customer situations adeptly.
  • Track customer communications in SalesForce.com.
  • 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.
  • Performing all other duties as assigned.

REQUIREMENTS

  • Minimum of 1 year of experience in Technical Customer Support interacting in a positive and professional manner desired.
  • High School diploma; Associate degree preferred.
  • 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.
  • 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.
  • 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 Salesforce and Microsoft Office applications including PowerPoint, Excel, Word, etc. Flexible, organized, personable; professional attire required.