Customer Experience Technical Representative – Weekend

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Capability to successfully complete product and process testing after training.

• Records and documents all customer interactions in real-time.

• Engages with customers through email, phone, text, or chat.

• Maintains key contact center metrics such as customer satisfaction, productivity, and adherence.

• Addresses and resolves both technical and non-technical customer inquiries and issues.

• Provides assistance to customers with installation and issue resolution in real-time.

• Aids customers in troubleshooting issues and delivers accurate information on the spot.

• Actively seeks answers to customer questions using product materials and tools while staying updated on products, services, and promotions.

• Keeps product knowledge current through training and ongoing education.

• Appropriately escalates more complex inquiries or complaints to specialized teams.

• Regularly manages Outlook email inbox, calendar, and tasks.

• Performs additional duties as assigned.

⛳️ Requirements

• High School Diploma or GED.

• Minimum of 1 year experience in a customer service role or technical troubleshooting.

• Technical Aptitude: Proficient at performing technical tasks.

• Results Oriented: Focused on achieving successful outcomes.

• Supportive: Encourages peers and team members.

• Disciplined: Consistently adheres to policies and processes.

• Forward Thinking: Embraces a mindset of continuous improvement.

• Ability to De-escalate: Possesses conflict resolution skills.

• Coachable: Willing to learn and develop professionally.

• Responsibility: Holds accountability for honest and ethical conduct.

• Receptiveness: Open to receiving information and recognizing its potential value.

• Empathy: Capable of understanding and expressing others' experiences.

• Independent Initiative: Able to think independently and take action when needed.

• Analytical Thinking: Skilled at identifying problems and developing solutions.

• Communication: Excellent verbal and written communication skills.

🏝️ Benefits

• Flexibility to work overtime hours to accommodate customer and business needs.