Technical Support Agent

This position works both independently and as a team player, providing technical support via telephone and email. The role involves diagnosing issues, guiding customers through corrective actions, and escalating unresolved issues to internal teams to ensure customer satisfaction.

Responsibilities

• Provides email and telephone support for customer inquiries and issues
• Multi-tasks and effectively diagnoses, analyzes, and problem-solves via telephone and email
• Excels in time management and organizational skills
• Evaluates client needs for upgrades or upsells of current or new installations
• Delivers application advice for Fronius team members, end customers, distributors, and dealers
• Provides technical support for the introduction of products, systems, and processes into the market
• Represents Fronius USA LLC in a professional and respectful manner while promoting the Fronius Way philosophy
• Follows escalation guidelines
• Supports System and Application Engineers with service calls and emails for Welding equipment
• Assists customers with Welding equipment configuration and installation requirements
• Provides product information to prospective Welding customers
• Supports Solar and Energy Application Engineers with service calls and emails
• Assists customers with Solar system configuration and installation requirements
• Provides product information to prospective Solar and Energy customers

Requirements

• Associate’s degree or Technical Certification from an accredited college or university required
• Education, training, and/or 1+ years of experience in a related field
• Ability to work independently and as a team member
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and CRM software
• Excellent analytical and problem-solving skills
• Ability to identify, make recommendations, and solve customer issues
• Limited travel
• Help desk experience is a plus
• Basic electrical knowledge is required
• Excellent verbal and written communication skills
• Ability to express thoughts clearly and concisely
• Customer service driven
• Ability to multi-task and meet goals and objectives
• Authorized to work in the U.S. and possess a valid motor vehicle operator license

Health and Safety

• Must comply with all safety and health standards established by Fronius USA, LLC and federal, state, or local requirements
• Employees will perform duties in an office environment and a field setting
• Employees will be occasionally exposed to tripping hazards
• The noise level in the work environment is usually low to medium

Benefits

• Flexible work schedule with hybrid options
• PTO available immediately plus 11 paid holidays
• Employer matched 401(k)
• Medical, Dental, and Vision covered 100% for employees
• 50% company paid Medical, Dental, and Vision for family
• Employee Assistance Program
• Short-Term and Long-Term Disability
• Flexible Spending Accounts for Health Care and Dependent Care