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EcoCare Support

EcoCare Support

TelkonetWaukesha, WI, United States
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IT / Customer Support

The Support representative, who reports to the Operations Manager, provides a second level of support to customers and field representatives, both by monitoring the level of service provided and providing support in case a malfunctioning unit is reported. This position is primarily responsible for being a key point of contact related to the support of all Telkonet products and services. Monitoring customer networks and HVAC systems, hardware or software issues are addressed quickly, effectively, and proactively; ensuring all questions and requests are handled immediately with greater than 90% resolution on first call by performing the following duties.

Specifically, the Support's responsibilities are to :

  • Diagnose and resolve customer support requests.
  • Answer customer phone calls, resolve caller issues, and document each one appropriately.
  • Monitors, creates tickets, and resolves tickets as assigned.
  • Responds to support emails.
  • Reviews, updates, and resolves tickets on an ongoing basis.
  • Returns support voicemail promptly.
  • Other duties as assigned.

Tool : Remote access, VPN, command line interface navigation

Technical Skills

Soft Skills

  • One year certificate from college or technical school; or three to six months related experience and / or training; or equivalent combination of education and experience specific to any or all listed :
  • ü Call center operations
  • ü Customer service
  • ü Networking technology
  • ü Rhapsody & Ecosmart knowledge
  • ü IT knowledgable
  • ü HVAC equipment and knowledge
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively to customers or employees of an organization.
  • Bi-Lingual capability a huge plus (Spanish)
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • An individual should have knowledge of : Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (email).
  • General computer and networking knowledge is required.
  • Show competence in both troubleshooting network equipment and end user connection settings.
  • Ability to multitask is important as is customer focus and attention to detail.
  • Written skills are necessary, as documenting customer issues and troubleshooting steps effectively and completely is vital to expedited issue resolution.
  • Ability to prioritize multiple responsibilities and the ability to monitor and react to multiple customer alerts and requests.
  • Interpersonal skills and the ability to work independently and as part of a team toward a collective goal is also required.
  • Ability to or have experience working in environments which require superior customer service skills.
  • Have excellent organizational, verbal and written communication skills.
  • Must have a professional, outgoing, guest-service oriented manner.
  • Able to work a flexible schedule to include weekends and holidays.
  • Must be friendly, courteous, service-oriented, and flexible and enjoy working with a variety of staff.
  • Must be detail-oriented and work effectively under pressure while meeting all applicable deadlines.
  • Analytical - Collects and researches data; uses intuition and experience to complement data.
  • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics or interactions.
  • Technical Skills - Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, escalates to manager / supervisor appropriately.
  • Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
  • Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information.
  • Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.

    • Internal relations : R&D, Quality, PDE, Project Management

    External relations : Customers

    Organizational relations

    Reports to : Operations Manager

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    Support • Waukesha, WI, United States

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