We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

At Generac, we bring our best energy to work every day and promote a drive to win while respecting others and supporting growth. Join us, as we inspire change for a better world, positively impact our people and the community, influence and achieve positive results that support growth, and innovate the industry. The Customer Experience Technical Advocate is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This role is responsible for providing excellent customer care by using knowledge of company products to provide accurate information, answer questions and ensure final resolution.Essential Duties and Responsibilities:Provides best in class customer satisfaction on every interactionAbility to pass product and process testing following intermediate product trainingReceives and documents all customer interactions in real time Corresponds to customer interactions via email, phone, text or chatMaintains contact center metrics including customer satisfaction, productivity, and adherenceResponds to and resolves customer technical and non-technical inquiries and issues Assists customers with installation and issue resolution in the momentSeeks out answers to Customer questions utilizing the product material and tools available remaining current on products, services and promotions.  Maintains product knowledge through training and continuing educationEscalates more complex inquires or complaints appropriately to specialized teamsAssists Tier I agents with customer escalationsMaintain Outlook email inbox, calendar, and tasks regularlyOther duties as assigned and the following:Mentor Tier I agentsFlexible to work overtime hours to meet customer & business needData entryMinimal Qualifications:High School Diploma or GED1 year experience in a customer service role or technical troubleshooting6 months technical troubleshooting internet support applications and mechanical experiencePreferred Qualifications:Contact Center experience with troubleshootingExperience handling a high volume of inbound calls ERP: Previous experience using SAP or equivalentCRM: Previous experience using SAP or Salesforce Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendarBilingual SpanishKnowledge, Skills and Abilities:Technical Aptitude: Ability to excel at intermediate technical tasksResults Oriented: Achieves successful outcomesSupportive: Provides encouragement to peers Disciplined: Ability to reliably adhere to policy and process Forward thinking: Continuous Improvement mindsetAbility to de-escalate: Conflict resolution skill setCoachable: Open to learning and developmentResponsibility: Accountability for honest and ethical conductReceptiveness: Open to receive information and its potential valueEmpathy: The ability to express other experiences Independent Initiative: Ability to think for themselves and act when necessary Analytical Thinking: Ability to identify problems and solutionCommunication: Excellent verbal and written communication skills 

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”