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Technical Support Associate II

1 month ago

Louisville, Kentucky, United States Ademco Inc. Full time

Job Summary

The Technical Support Associate II will provide technical assistance to internal and external customers, developing a broad understanding of customer needs and driving timely identification, investigation, resolution, root cause analysis, and replication of technical issues.

Key Responsibilities

  • Facilitate issue identification and analysis through active listening and inquiry.
  • Investigate and resolve technical issues related to Resideo-branded products.
  • Track requests resolution.
  • Build relationships with internal and external customers.
  • Test Resideo-branded products & software.
  • Develop and share knowledge within the team and with the customer base.

Requirements

  • High School Diploma, or equivalent.
  • Customer facing and/or call center experience.
  • Good interpersonal and verbal & written communication skills.

Preferred Qualifications

  • Experience in the security industry or electronics repair.
  • Associate's degree in electronics or a related field.
  • Having a strong continuous improvement mindset and ability to make a strong leadership impact.
  • Experience with Salesforce or other CRM (customer relationship management) databases and/or Microsoft Office.
  • Good administration skills, attention to detail, and time management.

What We Offer

  • The opportunity to be trained on, and support both internal and external Resideo customers on their technical product needs.
  • Medical, Dental, Vision, and 401k participation from Day 1.
  • 2 weeks accrued vacation time in years 1 and 2, and 3 weeks starting in year 3.
  • 12 paid holidays each year.
  • Four weeks of parental leave without using vacation time.
  • Employee discounts on company products and other retail/service providers.

About Us

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products.

Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year.

We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world.

Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer.

Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision.

Resideo complies with applicable equal employment laws in all countries where we do business.

For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice.

If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.