IT/Customer Support

$31,200 - $38,480/Yr

Telkonet - Waukesha, WI

Full-time - Entry Level

Waukesha, WI

Computer and Electronic Product Manufacturing

About the position

The IT/Customer Support position at Telkonet, Inc. is a full-time role based in Waukesha, WI, where the Support representative will report directly to the Operations Manager. This role is crucial as it serves as a second level of support for customers and field representatives, ensuring that any issues related to Telkonet products and services are addressed promptly and effectively. The representative will monitor customer networks and HVAC systems, responding to hardware or software issues as they arise. The goal is to maintain a high level of service, achieving a resolution rate of over 90% on the first call. In this position, the Support representative will be responsible for diagnosing and resolving customer support requests, which includes answering customer phone calls, documenting issues, and creating and resolving support tickets. The representative will also respond to support emails and return voicemails promptly. The role requires a proactive approach to customer service, ensuring that all inquiries are handled immediately and effectively. The ideal candidate will possess a combination of technical and soft skills, including knowledge of networking technology, HVAC systems, and customer service best practices. The representative will need to demonstrate strong communication skills, both verbal and written, and the ability to multitask in a fast-paced environment. A professional demeanor and a customer-oriented attitude are essential, as the representative will interact with a variety of staff and customers. Flexibility in scheduling, including the potential for weekend and holiday work, is also a requirement for this role.

Responsibilities

• Diagnose and resolve customer support requests.
• Answer customer phone calls, resolve caller issues, and document each one appropriately.
• Monitor, create, and resolve support tickets as assigned.
• Respond to support emails and return support voicemails promptly.
• Review, update, and resolve tickets on an ongoing basis.
• Perform other duties as assigned.

Requirements

• 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.
• Knowledge of call center operations and customer service.
• Familiarity with networking technology and HVAC equipment.
• Ability to write routine reports and correspondence.
• Effective communication skills, both verbal and written.
• General computer and networking knowledge.

Nice-to-haves

• Bilingual capability in Spanish is a huge plus.
• Experience with Rhapsody & Ecosmart knowledge.
• Ability to multitask and prioritize responsibilities.