Technical Support Representative Tier II

Technical Support Representative Tier II

Job ID : 91449

Job Type : Full Time

Category : Call Center

Posted : 2025-09-29

Location : Hybrid work in Shakopee, MN, United States

Job Description

Technical Support Representative Tier II from the Company Cyber Power Systems (USA), Inc. , this latest Technical Support Representative Tier II job vacancy is located in the city Hybrid work in Shakopee, MN located in the country United States . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree . Job Vacancies in this Call Center field have been opened and published up to the specified time.

Responsibilities

• Serve as the escalation point to the team for incidents or support requests that require advanced troubleshooting or understanding of CyberPower products and software as they relate to networking, virtualization, and security.
• Train, coach, and mentor Tech Support Representatives providing feedback to leadership on their progress and / or areas of development.
• Provide elevated communication and problem resolution with external customers pertaining to more challenging inquiries that frontline Technical Representatives are unable to resolve.
• Manage and respond to daily Customer Support Team phone and chat queues.
• Pursue and maintain regular training to ensure strong network and software knowledge to support our PowerPanel offerings.
• Own designated special customer accounts and priority customer queues.
• Responsible for providing accurate and timely day-to-day product support for end-users, sales team, and distributors.
• Communicate directly with external customers to ascertain difficulties with products and assist in resolving them.
• Deliver exceptional customer service on every communication, which includes demonstrating patience, the ability to listen, empathize, analyze, and adapt to customer situations adeptly.
• Navigate user's issues and provide a positive customer experience.
• Response to web tickets requests via phone, instant messaging, and / or email in a manner consistent with company practices and protocols, adjusting delivery that best meets the need of the end user.
• Responsible for upholding team metrics, company and individual performance goals requesting assistance in a proactive manner.
• Promptly answer support related emails, phone calls and other electronic communications.
• Track customer communications in D365.
• Maintain knowledge of emerging new technologies to assist customers who have adopted them
• Manage, prioritize, and resolve or escalate support requests as appropriate.
• Work diplomatically and effectively across cross-functional teams.
• Attendance is an essential function of this position.
• Attend and participate in weekly Customer Support Team meetings.
• Performing all other duties as assigned.

Requirements

Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Types : Full-time, Temp-to-hire

Benefits

Schedule

Experience

Ability to Commute

Ability to Relocate

Work Location : Hybrid remote in Shakopee, MN 55379

Keywords : Shakopee jobs

Closed Date : 2025-10-29

Company Info Cyber Power Systems (USA), Inc.

Hybrid work in Shakopee, MN, United States

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