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Technical Support Specialist

2 months ago

Reading, Pennsylvania, United States Spectrum Brands Full time

Technical Support Specialist - Electronic Locks

Position Overview

The Technical Support Specialist for Electronic Locks plays a crucial role in delivering exceptional service to installers, distributors, and consumers of Baldwin electronic locking systems. This position is vital in ensuring a seamless customer experience while addressing a high volume of technical inquiries.

Key Responsibilities

  • Customer Interaction: Efficiently manage incoming warranty support calls, gathering essential information to resolve issues promptly while ensuring a top-tier customer experience.
  • Technical Proficiency: Utilize a computer-aided CRM system to document warranty concerns, troubleshoot issues, and facilitate warranty order processing.
  • Product Knowledge: Maintain a comprehensive understanding of electronic and mechanical lock systems to provide accurate support and guidance.
  • Feedback Loop: Collaborate with internal teams, including Engineering and Sales, to relay customer feedback and contribute to product and service enhancements.
  • Training and Mentorship: Assist in training new team members by exemplifying best practices and service standards.

Qualifications

  • High School Diploma required.
  • Minimum of two years in a customer support or call center role, preferably within the hardware or home improvement sector.
  • Proficient in Microsoft Office applications, with strong typing skills (40+ WPM).
  • Excellent verbal and written communication skills; bilingual capabilities in Spanish and/or French are advantageous.
  • Demonstrated problem-solving abilities and a customer-centric approach.

Work Environment

This role is situated in a standard office environment, requiring effective collaboration with colleagues and strong organizational skills to manage multiple tasks efficiently. The ideal candidate will thrive under pressure and maintain a commitment to punctuality and attendance.

Spectrum Brands is committed to fostering an inclusive workplace and is an Equal Employment Opportunity/Affirmative Action employer.