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Internal Job Description

he Role:

We are looking for individuals with experience in resolving customer equipment issues in the field. The Virtual Field Technician handles calls where the previous troubleshooting steps have resulted in the need for a work order. Must be able to easily take calls with advanced automation products such as cameras, garage door controllers, door locks, smart drives and more.

What you will be working on:

As a Virtual Field Tech you will be working on calls transferred from various tiers. On these calls the transferring specialist will have completed the required troubleshooting flow with a work order as the outcome. These calls will range from panel issues, networking, DBC and ODC issues.

Who you will work with:

You will work with other specialist, leaders, and customers directly

Job Responsibilities:

• Take ownership of calls from start to end. This interaction is yours to handle
• Answer incoming calls from fellow specialists with customers concerning technical, advanced technical support issues
• Walk customers through troubleshooting technical issues and concerns and provide suggested solutions and resolutions to questions and problems
• Create service tickets for issues not able to be resolved over the phone
• Accurately document and update records in required systems
• Maintain diplomacy when addressing escalated matters

Required Skills:

• De-escalating skills.
• Ability in understanding customers issues and bring a confident resolution.
• Proficient communication skills (verbal and written)
• Must be able to multi-task while using different internal programs
• Demonstrated problem-solving skills.
• Tech-savviness; Prior technical exposure or demonstrated an interest
• Ability to maintain the highest level of confidentiality
• Ability to work in a team-fostered environment

Minimum qualifications:

• At least 1 year of Field Tech experience or 3 years in troubleshooting with Customer Solutions
• Specialist must be able to type 35 wpm
• No current disciplinary warnings for Behavior
• No Final Warning Attendance write ups
• Cannot be located in CA, CT, DC, ME, NY, or WA.

Work-from-home Requirements:

• Must have reliable internet: 10 MBPS download and 5 MBPS upload speeds
• Have a quiet and private location from which to work,preferably away from the rest of the home

WORKING CONDITIONS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.