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.
As a
Technical Support Specialist, you will serve as the first point of contact for consumers who utilize Generac Clean Energy products. Your primary responsibility is to provide both technical and non-technical Spanish and English assistance through various communication channels, including phone, email, and chat. This role is exclusively dedicated to supporting end consumers-homeowners and smart energy users-by helping them troubleshoot product issues, interpret energy usage data, and navigate system functionalities. You will be equipped with comprehensive product knowledge, specialized tools, and an extensive training program to ensure a best-in-class customer experience.
This is a remote role and the hired candidate must be a resident of the state of Puerto Rico.
Responsibilities
- Deliver memorable care to customers using Generac Clean Energy products by listening deeply, empathizing with their concerns, and guiding them toward resolution.
- Assist residential customers with setting up, using, and troubleshooting PWRcell systems, ecobee thermostats, and app integrations.
- Educate users about system features, energy monitoring tools, and basic system performance to empower them in managing their energy usage.
- Communicate technical concepts in a clear and understandable manner to audiences with varying levels of technical expertise.
- Identify and report product or system trends to Tier 2 and Tier 3 support teams for more in-depth investigation.
- Contribute to the creation and improvement of support documentation, frequently asked questions (FAQs), and troubleshooting guides.
- Act as the voice of the customer by sharing insights and feedback that help enhance support processes, product development, and service offerings.
- Advocate for clean energy adoption by assisting users in understanding and maximizing the capabilities of their systems.
Minimun Qualifications
- Fluency in Spanish and English (spoken and written), with a focus on delivering clear, empathetic support to Spanish-speaking customers across North America, including Puerto Rico.
- Previous customer support experience in a fast-paced environment, which may include technology, retail, hospitality, or energy sectors.
- Strong communication skills through phone, email, and chat channels, characterized by empathy and clarity.
- Technical curiosity or background, such as familiarity with electrical concepts, solar systems, or smart home technology.
- Ability to efficiently multitask across systems, document interactions clearly, and independently manage workflow.
- Enthusiasm for learning about complex systems and energy concepts, with a commitment to ongoing product expertise development.
- Excellent problem-solving skills, maintaining composure and resourcefulness when under pressure.
- A collaborative team player attitude, eager to share knowledge and learn from colleagues.
Preferred Qualifications
- Experience providing support for smart homes or clean energy technologies, including solar, energy storage, and monitoring platforms.
- Familiarity with concepts such as AC/DC theory, inverters, or energy dashboards.
- Understanding of residential electrical systems, connected devices, and smart home ecosystems.
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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 - 50 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, national origin, disability status, protected veteran status, or any other characteristic protected by law."
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