Customer Support Specialist

Customer Service Waterbury, Vermont


Description

Position at KORE Solutions

Job Overview
The Customer Support Specialist is part of the Network Operations Center team that monitors our custom engineered power solutions. This position will have a multifaceted set of responsibilities, most important of which is providing accurate and reliable service to our customers. The person in this position will be expected to investigate, escalate and resolve customer issues and in a timely and effective manner, collaborating with internal teams as needed. The ideal candidate will be tech-savvy, a quick learner, attentive to detail, and a skillful problem solver.  
Work is primarily based out of our Waterbury, Vermont office. However, during system construction and integration, you may be required to travel outside of the office environment to assist with system commissioning or troubleshooting in the field.  Shifts outside of 8 am - 6 pm are possible.
Responsibilities and Duties
  • Answer in-bound calls and emails in a professional and timely manner
  • Develop a deep understanding of our products/services, features, and functionalities.  
  • Monitor a large portfolio of Battery Energy Storage Systems via multiple computer programs simultaneously 
  • Stay informed about product updates, enhancements, and best practices to effectively support customers and address their inquiries 
  • Manage customer expectations during the troubleshooting process 
  • Articulate clear and concise solutions to a customer 
  • Troubleshoot issues remotely from the KORE Solutions Network Operations Center and recommend troubleshooting techniques to the customer
  • Document customer interactions and resolutions in a centralized software system.
  • Collaborate with the Engineering and/or Field Service teams
  • Escalate complex system issues to the appropriate team
  • Serve as the point of contact between our customers and our engineering team
  • Assist with the development of internal training materials, how-to-guides, and escalation processes 
  • Assist with the development of customer-self-service resources and knowledge base articles
  • Work with the software engineering team to gather and analyze data 
  • Maintain professional and courteous standards in all interactions with customers, suppliers, co-workers 
  • Ability to work in a team environment 
  • Ability to give and receive honest and direct feedback 
  • Strong desire and willingness to provide excellent customer experiences 
  • Strong verbal and written communication skills 
  • Experience with managing Service Level Agreements a plus
  • Experience with Hubspot CRM a plus
  • Comfortable with SSH/PuTTY, Excel and Data analysis a plus  
Physical Requirements
  • Ability to communicate clearly with customers, vendors, and co-workers. 
  • Hearing and vision within normal ranges, with or without corrective lenses or an assisted hearing device. 
  • Good manual dexterity is required to use computers, mobile devices, and other productivity technologies. 
  • Some heavy lifting is expected; occasional exertion of lifting up to 50 lbs. may be required. 
   
KORE Solutions is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other legally protected characteristics with respect to employment opportunities.