Technical Support Specialist

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.

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.

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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