Customer Support Representative - Tier II

About the Role:

The Customer Support Tier 2 role is pivotal in delivering advanced technical assistance and problem resolution to customers and field representatives by monitoring system performance, responding to support inquiries, and resolving hardware, software, networking, and HVAC-related issues. This position focuses on diagnosing and resolving support requests, monitoring customer networks, and ensuring timely ticket management to achieve first-call resolution rates above 90%. The role acts as a bridge between Tier 1 support and specialized teams, escalating issues when necessary while maintaining ownership of the customer experience. The successful candidate will contribute to continuous improvement by identifying recurring problems and suggesting enhancements to products or processes. Ultimately, this role ensures that customers receive expert guidance and support, fostering loyalty and trust in the company’s services.

Minimum Qualifications:

• High school diploma or equivalent; technical certificate; Associate’s or Bachelor’s or a combination of education and experience.
• Minimum of 1 year of experience in customer support or technical support roles.
• Strong understanding of networking and HVAC.
• Excellent verbal and written communication skills.
• Ability to analyze and resolve technical problems effectively.

Preferred Qualifications:

• Experience with CRM software and ticketing systems such as Zendesk or Salesforce.
• Technical certifications relevant to the industry.
• Prior experience working in a Tier 2 or higher-level support role.
• Familiarity with remote support tools and diagnostic software.
• Bilingual abilities or additional language skills.

Responsibilities:

• Diagnose and resolve customer support requests across Telkonet products and services.
• Answer inbound customer calls, resolve issues, and document all interactions thoroughly.
• Monitor customer networks and HVAC systems to proactively identify issues.
• Create, update, and resolve support tickets in accordance with service-level expectations.
• Respond promptly to support emails and voicemails.
• Maintain ongoing review and follow-up of open tickets to ensure timely resolution.
• Utilize remote access tools, VPN, and command-line interfaces to troubleshoot issues.

Skills:

• Analytical Skills — Collects and researches data; uses experience and intuition to complement information.
• Problem Solving — Identifies and resolves issues quickly; develops alternative solutions; works well in group problem-solving settings.
• Technical Aptitude — Pursues ongoing training; shares expertise with others; continuously builds knowledge.
• Customer Service — Manages difficult situations professionally; responds promptly; meets commitments; escalates appropriately.
• Interpersonal Skills — Maintains confidentiality; listens effectively; keeps emotions under control; focuses on solutions.
• Oral Communication — Speaks clearly and persuasively; listens and responds appropriately; participates in discussions.
• Written Communication — Writes clearly and accurately; edits for grammar; interprets written information effectively.
• Teamwork — Balances individual and team responsibilities; welcomes feedback; contributes to a positive team environment.
• Prioritization & Multitasking — Manages multiple alerts and requests simultaneously; maintains organization under pressure.
• Professionalism — Demonstrates a friendly, courteous, service-oriented demeanor; works effectively under deadlines; flexible schedule availability, including weekends and holidays.

VDA Telkonet is an Equal Opportunity Employer and is committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law.