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Cyber Power Systems (USA), Inc. · 3 weeks ago

Technical Support Rep II

Shakopee, MN

Full-time

Hybrid

Entry, Mid Level

$23/hr - $26/hr

2+ years exp

Cyber Power Systems (USA), Inc. is a company that specializes in providing power solutions. They are seeking a Technical Support Representative Tier II who will provide advanced technical support and guidance to both customers and Tier I representatives, ensuring exceptional service and resolution of product-related inquiries.

Consumer ElectronicsManufacturingVirtual RealityWearables

H1B Sponsor Likely

Responsibilities

Serve as the escalation point to the team for incidents or support requests that require advanced troubleshooting or understanding of CyberPower products and software as they relate to networking, virtualization, and security

Train, coach, and mentor Tech Support Representatives providing feedback to leadership on their progress and/or areas of development

Provide elevated communication and problem resolution with external customers pertaining to more challenging inquiries that frontline Technical Representatives are unable to resolve

Manage and respond to daily Customer Support Team phone and chat queues

Pursue and maintain regular training to ensure strong network and software knowledge to support our PowerPanel offerings

Own designated special customer accounts and priority customer queues

Responsible for providing accurate and timely day-to-day product support for end-users, sales team, and distributors

Communicate directly with external customers to ascertain difficulties with products and assist in resolving them

Deliver exceptional customer service on every communication, which includes demonstrating patience, the ability to listen, empathize, analyze, and adapt to customer situations adeptly

Navigate user’s issues and provide a positive customer experience

Response to web tickets requests via phone, instant messaging, and/or email in a manner consist with company practices and protocols, adjusting delivery that best meets the need of the end user

Responsible for upholding team metrics, company and individual performance goals requesting assistance in a proactive manner

Promptly answer support related emails, phone calls and other electronic communications

Track customer communications in D365

Maintain knowledge of emerging new technologies to assist customers who have adopted them

Manage, prioritize, and resolve or escalate support requests as appropriate

Work diplomatically and effectively across cross-functional teams

Attendance is an essential function of this position

Attend and participate in weekly Customer Support Team meetings

Performing all other duties as assigned

Qualification

Technical Customer SupportWindows Operating SystemD365 Customer ExperienceMicrosoft CertificationsMac Operating SystemLinux Operating SystemProfessional CommunicationTeam BuildingActive ListeningTime ManagementOrganizational Skills

Required

High School diploma required

Minimum of two year of experience in Technical Customer Support interacting positively and in a professional manner – subject to manager discretion

Self-starter, passionate about technology with the ability to quickly learn technically related material

Intermediate computer skills, including experience operating within a Windows environment

Professional written, verbal, and interpersonal communication skills that produce desired results

Ability to effectively present information and respond to questions from internal and external customers which includes coworkers, managers, customers, regulatory agencies, and vendors

Capable of reading and interpreting information, such as reports, general correspondence and policy guidelines, with the ability to share with others as needed

Ability to use a computer and standard business and other work-related software with minimal instruction

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals

Excellent active listening, decision-making, team building and customer service abilities

Ability to work and prioritize independently with the capacity to collaborate with others

Excellent time and organizational abilities with the ability to seek assistance in a professional manner

Ability to manage multiple and varied projects simultaneously with minimal supervision while maintaining attention to detail

Capable of demonstrating an understanding of, and being sensitive to, serving a culturally diverse customer base

Demonstrated ability to learn and apply newly acquired feedback, skills, and knowledge

Ability to maintain confidentiality and comply with professional ethics and standards

Ability to learn and apply new competencies and information as to enhance individual job performance and make recommendations to the department

Strong sense of urgency, accuracy, and follow through

Ability to work independently and as a contributing team member, self-motivating

Proficient in D365 Customer Experience and Microsoft Office applications including PowerPoint, Excel, Word, etc

Preferred

Associate degree preferred

Microsoft certifications preferred

Experience with Mac and Linux operating systems is a plus

Benefits

401(k) matching

Dental insurance

Employee discount

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Referral program

Retirement plan

Tuition reimbursement

Vision insurance

Company

Cyber Power Systems (USA), Inc.

CyberPower designs and manufactures uninterruptible power supply (UPS) systems, power distribution units (PDUs), rack enclosures, surge protectors, remote management hardware, power management software, mobile chargers, and connectivity products.

Founded in 1997

Shakopee, Minnesota, USA

51-200 employees

https://www.cyberpowersystems.com/

H1B Sponsorship

Cyber Power Systems (USA), Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (2)

2022 (3)