Technical Support Representative II

Requisition

Location:

Bellingham, WA, US, 98226 Suwanee, GA, US, 30024 Burnaby, British Columbia, CA, V5J 5M4 Reading, PA, US, 19605

Home-based Position:
No

Regular/Temporary:
Regular

Job Type: Full-Time

Job Description:

Ener Sys is a global leader in stored energy solutions for industrial applications. We have over thirty manufacturing and assembly plants worldwide servicing over 10,000 customers in more than 100 countries. Worldwide headquarters are located in Reading, PA, USA with regional headquarters in Europe and Asia. We complement our extensive line of Motive Power and Energy Systems with a full range of integrated services and systems.

With sales and service locations throughout the world, and over 100 years of battery experience, Ener Sys is the power/full solution for stored DC power products.

What We’re Offering

• Paid time off plus paid holidays
• Medical/dental/vision insurance plan
• Life insurance, short/longterm disability, tuition reimbursement, flex spending, and employee stock purchase plan
• 401K plan
• Culture:
  We value and strive for excellence in all that we do through innovative technology by creating long lasting relationships with our stakeholders, co-workers, and customers. We continually strive to foster teamwork, engagement and enhance our employee’s skills and competence by providing appropriate training.

Compensation Range: per hour

Compensation may vary based on applicant's work experience, education level, skill set, and/or location.

The Technical Support Representative II provides experienced remote technical support for assigned Ener Sys power-electronics products in a help-desk and contact-center environment and supports additional product lines as business needs require. The role independently owns routine and moderately complex support cases from intake through resolution and closure, maintains complete CRM records, provides escalation assistance for Level I cases, coordinates cross-functional issue resolution, and supports Field Service, service centers, and repair depots when onsite or depot assistance is required.

The position provides thorough, timely, and professional responses to customers, field personnel, Sales, and internal support teams.

• Provide experienced technical support for assigned products in a help-desk and contact-center environment.
• Maintain active availability in assigned 8x8 contact-center queues and respond to customer, field technician, Sales, and internal support requests through approved channels in a timely, professional manner.
• Track and document technical incidents in Salesforce Alliance.
• Own assigned cases from initial intake through resolution and closure, including follow-up, status communication, escalation, and confirmation that agreed actions are complete.
• Review routine and moderately complex technical questions, conduct structured troubleshooting, and develop timely, technically competent answers for customers and staff.
• Maintain clear and complete case notes, including troubleshooting performed, actions taken, escalation activity, and final resolution.
• Determine when an issue can be resolved through a known solution and when escalation to a Level III representative, Field Service, Engineering, Quality, Product Management, or another resolver group is required.
• Communicate and coordinate with Engineering, Quality, Product Management, Field Service, Sales, service centers, repair depots, and other internal teams to align ownership, next steps, and issue resolution.
• Coordinate with Field Service when customer or product issues require a site visit; provide documented troubleshooting procedures and virtual technical support within assigned expertise.
• Doc…