Nice Group · 7 hours ago
Technical Support Specialist 1 (Home Management)
Carlsbad, CA
Full-time
Onsite
Entry Level
$22/hr - $27/hr
1+ years expNice North America is a subsidiary of Nice S.p.A., a leader in Home and Building Automation. The Tech Support Specialist 1 is responsible for providing post-sales technical support to customers and field service professionals, specializing in Nice Security and Audio/Power product lines.
Consumer ElectronicsElectronicsSales Automation
Responsibilities
Provide front-line technical support via telephone, email and live chat to customers, field service professionals, and internal Nice North America departments. This includes but is not limited to fielding product and/or procedure questions and troubleshooting product installation and/or programming issues
Provide Technical Support for control products via telephone & email for ELAN Dealers
Support Dealers with product related design assistance and installation troubleshooting
Act as a technical brand champion and point of contact for sales and field escalations within these brands
Reach out to the Technical Support Supervisors, Manager and/or Director when a process exception needs to be made
Provides feedback regarding problems with existing products to Technical Support management
Responsible for reproducing/confirming product defects and reporting such defects to the product line’s Technical Support Supervisor
Work continuously to increase technical support product knowledge by reviewing knowledge bases and escalated cases on a weekly basis
Attend training classes on a monthly/as-required basis
Demonstrate an extensive knowledge of Nice North America products, systems, services and installation/troubleshooting processes
Assess and respond to situations were standard procedures have failed in isolating or fixing problem equipment
Track and report trends related to product failure
Stay up to date on all processes, procedures and policies by completing required technical training provided by Nice North America
Understand, support and execute all work in the established procedures, methods and working requirements
Implements and maintains department policies and standards
Perform any other related duties as required or assigned
Qualification
Required
High-school diploma required; Associate degree or equivalent two-year college degree preferred
1-2 years of experience handling heavy inbound call volume in a technical support call center environment troubleshooting customer issues required
MUST HAVE EXPERIENCE OR FAMILIARITY WITH SECURITY SYSTEMS AND AUDIO/POWER PRODUCTS
Must have excellent customer service skills with a high level of patience in dealing with a wide variety of customers
Strong technical knowledge of security systems, access systems, home automation systems, or health/wellness products including procedures, programming, and equipment is highly desired
Strong knowledge of and familiarity with computers, Microsoft Windows and Office applications
Ability to visualize customer's environment to effectively troubleshoot products and create solutions
Ability to regularly learn new software and hardware systems
Ability to follow detailed technical instructions
Ability to explain technical information clearly to customers
Ability to write clear and concise emails and support case notes
Ability to practice patience especially when working with new dealers (all brands) and consumers
Demonstrate ability to understand the totality of a system
Ask qualifying questions to identify failure points
Strong written communication and verbal skills
Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self
Strong attention to detail
Positive attitude, self-motivated and eager to succeed
Preferred
Associate degree or equivalent two-year college degree preferred
Field tech/installation experience highly desired
Experience with residential automation platforms and products such as ELAN, Control4, Savant, Lutron, Crestron, Extron, AMX highly preferred
Experience in commercial Audio Visual products like amplifiers, speakers, and network switches a plus
Customer service experience in a commercial or retail environment a plus
URC, RTI programming a plus
Company
Nice Group
Nice Group offers a wide range of home automation and home security products that include garage doors, solar shades and wireless alarms.
1001-5000 employees
Funding
Current Stage
Late StageRecent News
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