Customer Support Representative - Connectivity

Generac Power Systems Work with the leader in the power industry! Our office in Waukesha, WI is seeking a Customer Support Representative - Connectivity.
The Customer Support Representative Connectivity is an important member of the Customer Support Contact center that provides excellent care to customers in a timely manner with an emphasis on consumer interactions, troubleshooting mobile link products, and capitalizing on subscription selling opportunities. Hours: 8:00am - 5:00pm.

Essential Duties and Responsibilities:
  • Effectively support a customer base that ranges from the technologically adept to the technologically adverse with strong knowledge and problem solving skills, applicable to home Wi-Fi network routers, broadband and cellular carriers including smart devices;
  • Strong customer facing communication and diplomacy skills to understand and effectively address sensitive customer situations;
  • Troubleshoot Wi-Fi routers, broadband and cellular carriers and interaction with Smart devices;
  • Escalate contacts as appropriate, acting as customer advocate if required to resolve problem;
  • Contribute to achievement of Key Performance Indicators, individual and team;
  • Proactively conduct follow-up to situations pending resolution, gathering any required resources, and executing timely responses to customers throughout the process;
  • Perform other duties as assigned.

Basic Qualifications:
  • High School Diploma or equivalent;
  • 1 year of experience handing inbound calls and emails in a customer service environment.
  • 6 months of technical trouble shooting internet support applications
Preferred Qualifications:
  • Associate or Technical School degree or studies;
  • 2+ years of experience in Customer Relationship Management (CRM) systems, order processing and databases.
Physical Demands: 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 include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

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