Technical Support Specialist

Summary

Join OmniOn Power as a Technical Support Specialist and provide remote technical support and expertise to customers using OmniOn Power products and services. Assist customers in resolving technical issues, communicate effectively to fulfill requests and manage cases, and monitor product quality issues. Create Salesforce RMAs and support case referrals as needed. Conduct all business activities professionally and courteously. This 100% remote role is available in the Central, Mountain, or Pacific time zones, with preferred cities listed in the job description. The role involves coordinating with various internal and external teams to resolve customer issues, provide documentation, recommend solutions, and ensure positive customer experiences. You will also prepare and analyze regular statistics and track target performance.

Requirements

• High School Graduate with five years of experience in telecommunications environment in an installation, operations, or engineering role
• Experience with and knowledge of DC Power
• Required to participate in after-hours weekly on-call rotation phone support
• 5-10% domestic travel

Responsibilities

• Ensure the resolution of customer technical support issues coordinating with Sales, Operations, Quality, Logistics and other internal and/or external teams as needed
• Coordinates with various business units to provide for customer parts repair, replacement, and analysis of failed parts as required
• Provide documentation on OmniOn Power products and services to internal and external customers
• Recommends appropriate solutions for customer requests, and coordinates with related teams to ensure complete handling of the request (e.g. production capability with service coordinator, scheduling with project manager, quotes, price lists)
• Proactively informs customers about issue status based on inputs and clarifies any questions
• Ensures a positive customer experience throughout the entire process
• Prepares and analyzes regular statistics with the technical support manager using available tools and relevant information collected
• Tracks target performance with technical support manager and provides results to management

Preferred Qualifications

• Associate or Bachelors Degree
• Ability to work with cross-functional teams to build/improve effective processes
• Ability to deliver on commitments and follow through
• Strong problem-solving skills
• Ability to multitask with a strong sense of priority
• Ability to work independently and as a strong team player
• Strong verbal and written communication skills
• Able to effectively interface with all levels of the organization as well as internal and external customers
• Demonstrated proficiency with Microsoft office applications
• Salesforce experience a plus

Benefits

$85,000 — $105,000 USD