Customer Experience Technical Representative

Responsibilities

• Ability to pass product and process testing following training
• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact center metrics including customer satisfaction, productivity and adherence
• Responds to and resolves customer technical and non-technical inquiries and issues
• Affords assistance with installation and issue resolution in the moment
• Affords assistance with troubleshooting issues and offers accurate information in the moment
• Sought out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions
• Maintains product knowledge through training and continuing education
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintains Outlook email inbox, calendar, and tasks regularly

Requirements

• Education: High School Diploma or GED Certification / License
• Work Experience: 1 year experience in a customer service role or technical troubleshooting
• Communication: Excellent verbal and written communication skills

Qualifications

• While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.
• The employee is regularly required to stand and walk.
• On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders.
• The employee must occasionally lift up to 25 pounds.
• Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.
• Occasional travel.

Pay

Compensation is commensurate with experience.

Schedule

This role is Remote but must sit in Wisconsin to do training on-site for 4-6 weeks. The training schedule is Monday-Friday First shift.