Technical Support Specialist

Job Locations US-NC-Charlotte
ID
2020-1269
Category
Customer Service/Support
Type
Full-Time

Overview

Reporting to a Technical Support Supervisor, the Technical Support Specialist will be responsible for answering dealer technical inquiries through phone, chat and email communication.  The candidate must be comfortable working in a fast-paced, environment that is goal oriented and emphasizes accountability for delivering results. The Technical Support Specialist will be responsible for establishing a point of resolution for each technical inquiry. The position will require a multitasking, out-of-the-box thinker, efficient and productive go-getter.

 

Responsibilities

Specific Responsibilities

  • Serve as contributing member of a high-performing technical support team by supplying our customers within field product support via phone, email and chat
  • Listen attentively to customer needs and concerns
  • Participate in collaborations with the product development team in conducting sample reviews, testing reports, drawings, documentation review and manual reviews
  • Participate in monitoring and answering dealer inquiries through a technical forum
  • Create knowledge base articles for our tech support knowledge base
  • Participate in product Beta testing and provide feedback
  • Knowledge of home automation, IoT, Media distribution (HDBaseT or Video over IP), high end audio, HVAC, Low Voltage wiring, Electrical wiring, Smart lighting, etc.

Qualifications

Required Qualifications

  • High School diploma or equivalent
  • 1 Year Customer Service Experience
  • Ability to show technical aptitude and troubleshooting
  • Interest in the technical industry and products (IoT, Smart Home, Surveillance, Networking, Home Theater, etc.)
  • Experience with Microsoft Office Products

Preferred Qualifications

  • Advanced Degree
  • Professional experience installing and/or troubleshooting technical products or services
  • Experience with SAP or Salesforce
  • Previous call center experience
  • Knowledge of networking including, advanced router configurations, use of managed switches, firewalls, VLAN configurations

 

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