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Tech Support Specialist

2 months ago

Carlsbad, United States Nortek Control LLC Full time

** Tech Support Specialist**

**Job Category****:** Technical Support **Requisition Number****:** TECHS002244 Showing 1 location **Job Details**

**Description**

*Nortek Control has a great benefits package In addition to health care benefits such as medical, dental and vision and 11 paid holidays, we also have a gym reimbursement program as well as an on-site gym. We offer the opportunity to further your education and / or obtain certifications related to your position through our tuition reimbursement program. We encourage innovation and as such you have the opportunity to patent ideas & receive monetary rewards. We have free water, coffee, tea and sodas available as well as fresh fruit. The environment is open which encourages collaboration with peers & welcomes interactions with our senior leadership team. We think it's pretty cool*

The Tech Support Specialist will be responsible for providing a high level of professional technical support by receiving inbound calls, emails and/or live chats from customers, field service professionals, and internal departments that require technical assistance on a variety of Nortek Control Security, Access, Perimeter Access, Home Automation, Audio, Power and Health/Wellness product lines. This front-line role will also support the internal technical support team by creating/reviewing knowledge base content.

**Primary Responsibilities:**

* Provide front-line technical support via telephone, email and live chat to customers, field service professionals, and internal Nortek Control departments, and includes but is not limited to fielding product and/or procedure questions and troubleshooting product installation and/or programming issues

* 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 Customer Support management

* Responsible for reproducing/confirming product defects and reporting such defects to the product lines 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 Nortek Control 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

* Understand, support and execute all work in the established procedures, methods and working requirements

* Implements and maintains department policies and standards

* Other duties as assigned

**Qualifications:**

* 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 preferred. Field tech/installation experience highly desired

* At least 1 year of experience using Microsoft applications (i.e., Excel, Word, PPT, etc.).

**Knowledge, Skills and Abilities:**

* 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

* Ability to visualize customers environment to effectively troubleshoot products and create solutions

* Ability to regularly learn new software and hardware systems

* Ability to write clear and concise emails and support case notes

* Ability to practice patience especially when working with new dealers 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

**Physical Requirements:**

Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.

* Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl

* Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard

* Manual dexterity suitable for use of utilizing a computer

* Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting

* Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation

* Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation

* Light to moderate lifting

**Working Conditions:** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Must be comfortable working in an office environment to include moderate noise levels

* The working area is primarily in an open office setting with reasonable lighting and controlled temperatures .

Tasks listed are intended to be descriptive and not restrictive. Any employee in this job may perform any of the tasks listed; however, these examples do not include all the tasks an employee may be expected to perform. The company reserves the right to change tasks as needed.

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