Technical Support Specialist

6 days ago

Grand Rapids, Michigan, United States Nice North America LLC Full time
Job Title: Technical Support Representative 1

Job Summary:

Nice North America LLC is seeking a highly skilled Technical Support Representative 1 to provide exceptional customer service and technical support to our customers. As a key member of our technical support team, you will be responsible for resolving customer inquiries, troubleshooting technical issues, and providing product information to ensure customer satisfaction.

Key Responsibilities:

  • Provide advanced technical support and assistance to customers via email, phone, and/or other remote methods.
  • Address and respond to customer inquiries on organization products and services, including installation, operations functions, troubleshooting, and maintenance.
  • Provide customers with preventive maintenance and configuration recommendations to improve product usability and performance.
  • Document customer interactions, including details of inquiries, complaints, comments, and actions taken in CRM.
  • Review and provide feedback to the technical writing staff for new product documentation.
  • Note customer issues with the potential for product improvements and provide that information to the Engineering team.
  • Provide input to the RMA team on returns when special testing is required.
  • Perform any other related duties as required or assigned.

Requirements:

  • Minimum 2-year degree preferred.
  • 1 or more years technical support experience preferred.
  • Experience with support of networked equipment and commercial gate operators desired.
  • Spanish language capability desired.

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.

About Nice North America LLC:

Nice North America LLC is a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. We develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more. Our team thrives in an environment that fosters continuous learning and professional growth, where you'll collaborate with talented and dynamic individuals every day to create groundbreaking solutions.

Why Join Us:

At Nice North America LLC, we're committed to innovation that enhances everyday life. We offer award-winning sales and marketing programs, technical support, and CEU training to the industry's top partners. We also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes.

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