Technical Support Representative at Powerhouse Dynamics LLC

Dallas, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

15 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Communication, Web Technologies, Software as a Service, Organizational Skills, SQL, Problem Solving, Training, Data Analysis, Attention to Detail, Self-Starter, Technical Background, Hardware Technologies, Multitasking, Team Collaboration

Industry

Software Development

Description

Description About Us PhD delivers customer-proven, cloud-based solutions that help multi-site organizations better manage their equipment, reduce energy consumption, enhance food safety and quality, and achieve their sustainability goals. PhD's award-winning IoT-based platforms SiteSage® and Open Kitchen® have been adopted by numerous major brands at thousands of their locations, including Arby's, Dunkin’ Brands, Chipotle, Panera, Five Below, Lush Cosmetics, and many more. We are looking for someone with a positive, enthusiastic, and “do-whatever-it-takes” attitude to help our customers – and the company – continue to be successful. About the Role We are looking for a highly motivated, unflappable, and passionate individual to join our team as a Technical Support Representative (TSR). TSRs support our customers by fielding phone, chat, and e-mail support requests, directly addressing these requests or working with other team members to get them addressed, communicating solutions back to our customers, and tracking and documenting these solutions for reference and future use. TSRs also support the Powerhouse Dynamics (PhD) team by assisting with orders, data requests, and other technical work needed to support our customers. TSRs work closely with other members of the PhD Operations and Sales teams to provide a top-notch customer experience. This is a remote role. Ideal candidate will be located in one of these timezones, Central, Mountain, or Pacific Day to Day Responsibilities: Respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team Track all issues and their resolution and communicate outcomes to customers and partners. Maintain case histories through our ticketing system and provide key information from customer interactions to PhD management Provide training, as needed, to ensure customers understand product functionality Assist with product orders and returns as appropriate Make outbound calls as needed to address key customer issues Assist with the development and delivery of training materials for customers, partners, and our after-hours support team Help oversee the performance of our after-hours support team Assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals Perform other job duties as assigned Requirements You are located in one of these timezone, Central, Mountain or Pacific Excellent customer service skills Strong written and verbal communication skills Technical background including familiarity with modern web technologies and Software as a Service Experience with hardware technologies a major plus Ability to continually and effectively manage multiple concurrent customers and priorities Strong organizational skills with attention to detail Ability to learn and think quickly and be a self-starter Willingness to support night and weekend work as needed (On call once every 5 weeks) Working knowledge, or willing to develop a working knowledge, of SQL Minimum of B.A. or B.S. undergraduate degree or equivalent experience We offer excellent compensation and benefits that start on your first day! We also believe in work/life balance. No phone calls or third parties, please. Powerhouse Dynamics is an equal opportunity employer.

Responsibilities

Technical Support Representatives respond to customer inquiries and technical issues via phone, chat, and email, either resolving them directly or escalating as needed. They also track issues, maintain case histories, and assist with training and product orders.