Technical Customer Support - Windsor Mill, United States - LanceSoft

Description

• Communication (written/verbal), Customer Service/Focus, Ability to translate complicated technical concepts into easy-to-understand customer-facing communications
• Strong communication skills, comfort in talking to customers on the phone occasionally, strong competency in Microsoft applications (word, office), strong work ethic and ability to take on investigations independently, a strong customer focus (this will be handling customers who are having reliability issues and looking for assistance in solving those concerns).
• experience in customer relations would outweigh any degree requirement.
• Utility experience would be preferred but not required, Microsoft Outlook/Word/Excel (preferred), experience with any type of customer billing or case management software.
• This role would be to support, receive, and respond to incoming customer cases to the Regional Distribution Engineering team.
• These cases consist of customer inquiries into the frequency of electric service interruptions, concerns around the cause of electric interruptions, materials from construction activities left on site, and cases or inquiries in which customers have engaged our external affairs teams, local representatives, of the Maryland Public Service Commission (PSC).
• This role would be responsible for the investigation and response to customers which include (but are not limited to): engaging the engineering and technical team for outage history, reviewing with technical team any future work proposed in the area, translating those technical details into our draft language for customer responses, and to respond to customers via their preferred method (sometimes via phone).