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GenMark Diagnostics Carlsbad, United States**Customer Technical Support Specialist l** · **Department:** 3025 Customer Technical Support **Location:** Carlsbad, CA · **Internal Posting only:** · or **HEROES WORK HERE** · We deliver innovative, diagnostic solutions that improve the lives of patients and their families ...
Tech Support Specialist 1 - Carlsbad, United States - Nortek Control LLC
Description
** Tech Support Specialist 1**
**Job Category****:** Technical Support **Requisition Number****:** TECHS02193 Showing 1 location **Job Details**
**Description**
**Summary:**
The Tech Support Specialist 1 will be responsible for providing a high level of professional technical support by receiving inbound calls from customers, field service professionals, and internal departments that require technical assistance NSCs Speaker and Power product lines. This front-line role will also support the internal technical support team by training/coaching new and existing team members, creating/reviewing knowledge base content, and providing backup for the team lead when needed.
**Primary Responsibilities:**
Provide front-line technical support via telephone, email and live chat to customers, field service professionals, and internal NSC 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 Product 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 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 NSC s, 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 NSC
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
**Knowledge Skills and Abilities:**
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. Audio/ Visual experience highly desired
Experience with residential automation platforms and products such as ELAN, Control4, Savant, Lutron, Crestron, Extron, AMX highly preferred
URC , RTI programming a plus
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 customers 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 (Mighty Mule)
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
**#LI-MF1**
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