Technical Expert

Remote | Full Time | Benefits

Join The Electrical Power & Control Team

We are seeking Technical Experts that are well versed in the use and overall strategy.

Technical Experts will use both creative and critical problem solving and technical thinking skills to educate users and solve issues that arise that are crucial to the daily operations of clients. This role is 100% customer facing, communicating with the agency team and their clients via a support ticketing system, live chat and Zoom. Technical Experts will meet and strive to regularly exceed Service Level Agreements (SLA's) and KPI's by working collaboratively in teams on a wide range of customer support issues for the agencies and their clients.

While learning to appropriately educate and guide users as well as fix application issues as they arise, you will also gain exposure to software development, testing, deployment, maintenance and improvement, in addition to sales, marketing, copywriting and graphic design training.

Your Responsibilities

  • Provide 1:1 front-line technical partner support ensuring exceptional customer service.

  • Diagnose and resolve software services, solutions and product related issues.

  • Build trusted advisor relationships with the client to help them achieve their strategic goals.

  • Deliver a high level of customer satisfaction by resolving basic and advanced issues received through our support channels.

  • Provide ideas and assist with creation of documentation and training material for external and internal content.

  • Respond quickly and effectively to email, chat & zoom inquiries. 

  • Document complex issues for escalation to upper-tier engineers; ensure resolution is determined.

  • Navigate multiple systems and tools efficiently to assist in research and resolution of customer issues.

  • Problem solve and offer suggestions, tips, and resolution on how to best utilize a CRM application.

  • Work collaboratively and effectively with a team of peers and cross functional departments to resolve technical and marketing issues.

  • Maintain or exceed our established service levels and productivity standards.

  • Other tasks, duties and special projects as assigned.

You'll Enjoy These Benefits

  • Full Time, Remote Position

  • 401k Plan & Company Matching

  • Generous PTO Policy

  • 100% Paid Medical Benefits

  • Dental & Vision Benefits

  • Lifestyle & Work from Home Benefits

  • Access to Robust Training and Education

Our Perfect Candidate

  • 1+ years of direct experience.

  • Experience in a customer facing technical support role.

  • Enjoys and thrives in a customer facing role.

  • Preferred experience in other software.

  • CSS, HTML and JavaScript knowledge is a plus.

  • Passion and drive to consistently go the extra mile with solutions and relationships with the team and customers.

  • Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated.

  • Impeccable attention to detail.

  • Self-driven discovery of the product features to increase technical expertise.

  • Effective decision making and problem-solving skills combined with the ability to understand processes in order to provide quick & robust resolutions to problems.

  • A self-motivated, strategic creative thinker with a drive for execution excellence.

  • Proficient at managing and prioritizing multiple internal and external communication platforms.

  • Ability to quickly adapt to an ever-evolving tech startup environment.

  • High level of proficiency in written and spoken English communication skills.

  • Ability to collaborate with a small team, ask for help when needed, and complete tasks as required.

  • Reliable and secure internet access.

What We Can Do Together

We’re on a mission to help business owners make a larger, more meaningful impact without compromising the things in life that matter most - family, purpose, margin, etc. We combine marketing, design, and offer strategy to support everyday business owners who care about the integrity of their brand, their marketing, their funnels, and ultimately, their customers.

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Electrical Power & Control © 2024

1639 Springhill Rd,Talladega, AL 35160