Customer Experience Technical Representative – Weekend Core

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

📋 Description

• Capable of successfully completing product and process testing after receiving training.

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

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

• Maintains key performance indicators of the contact center, such as customer satisfaction, productivity, and adherence to protocols.

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

• Aids customers with installation processes and real-time issue resolution.

• Provides troubleshooting assistance and communicates accurate information promptly.

• Actively seeks answers to customer queries using available product materials and tools, ensuring up-to-date knowledge of products, services, and promotions.

• Enhances product knowledge through ongoing training and 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

• Education: High School Diploma or GED is required.

• Work Experience: Minimum of 1 year in a customer service role or technical troubleshooting.

• Technical Aptitude: Proficient in technical tasks.

• Results Oriented: Demonstrates a track record of achieving successful outcomes.

• Supportive: Offers encouragement to colleagues.

• Disciplined: Consistently follows policies and procedures.

• Forward Thinking: Possesses a mindset geared towards continuous improvement.

• Ability to De-escalate: Skilled in conflict resolution.

• Coachable: Willing to learn and develop professionally.

• Responsibility: Committed to honest and ethical conduct.

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

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

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

• Analytical Thinking: Skilled in identifying problems and proposing solutions.

• Communication: Excellent verbal and written communication abilities.

• Preferred Job Requirements: Experience in a contact center with troubleshooting.

• Experience in managing a high volume of inbound calls.

• Familiarity with SAP or equivalent systems.

• Previous experience with SAP or Salesforce.

• Basic proficiency in Microsoft Office Suite, including Teams, Outlook, and Calendar.

• Bilingual in Spanish is preferred.

🏝️ Benefits

• Flexible availability to work overtime hours to accommodate customer and business needs.