Product Technical Support Agent

Somfy-Group-2; South Brunswick (NJ); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Health plan options

401k with matching

Generous PTO and sick time

Employee fitness program

Job summary

Somfy is seeking a Product Technical Support Agent to assist customers, installers, and partners with the operation and troubleshooting of motorized window coverings and access control systems. You will provide expert-level technical support by phone, email, and web cases, and share knowledge with sales teams.

The role requires strong communication, problem-solving, and CRM experience, with a focus on customer satisfaction and SLA adherence. Optional remote work is available after training.

Qualifications

• College or Bachelor’s degree and proven career path to excellence in customer support.
• 1-2 years of after-sales product technical support experience is preferred.
• Experience with CRM systems (Salesforce) and practices.
• Tech savvy with smart home technology and mobile platforms.

Responsibilities

• Provide technical support for operating and troubleshooting motorized products and controls.
• Handle customer inquiries by phone, email, and web cases.
• Provide step-by-step instructions to fix issues and transfer product knowledge to sales managers.
• Accurately gather and record customer information, issues, and solutions using Salesforce.
• Follow SOPs to maintain consistent ticket handling and SLAs.
• Collaborate with Technical Support Manager to resolve complex issues.

Skills

Communication skills

Organizational skills

Problem-solving

Customer support experience

Technical aptitude

Tech savvy

CRM experience

Education

Bachelor’s degree

Tools

Salesforce

SAP

Windows

Office 365

Android/iOS

Job description

• Compensation: USD 55000 - USD 65000 - yearly

Company Description

INSPIRING A BETTER WAY OF LIVING ACCESSIBLE TO ALL

As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all.

As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and guarantees the excellence of our solutions.

We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

SOMFY® is the leading global manufacturer of strong, quiet motors with electronic and app controls for interior window coverings and exterior solar protections. Over 270 million users worldwide enjoy the more than 170 million motors produced by Somfy. During the past 50 years, Somfy engineers have designed products for both the commercial and residential markets to motorize window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens and projection screens. Somfy motorization systems are easily integrated with security, HVAC and lighting systems providing total home or building automation.

Job Description

The Product Technical Support Agent's primary role is to provide support for operating and troubleshooting motorized products and controls such as window shades, awnings, and pergolas. As well as motorized access control solutions such as gate openers, garage door openers, traffic and safety bollards and automatic gate systems. This role is responsible for providing expert-level technical support. Assisting customers, installers, and partners with the installation, operation, and troubleshooting of our products.

• Technical support & internal product support by phone, emails, and web cases through Salesforce
• Provide step-by-step instructions to fix technological issues
• Access instruction manuals to help users utilize their software or hardware properly
• Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
• Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
• Accurately gather and record customer information, issues, and solutions using Salesforce and other software
• Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
• Work with Technical Support manager to ensure and find solutions to more complex issues
• Perform other duties assigned by the Technical Support Manager

Qualifications

• Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
• Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
• Proven experience with problem-solving skills to deliver the highest level of service excellence
• 1-2 years of after-sales product technical support experience
• Ability to work both independently and as part of a best-in-class team
• Self-motivated, ability to thrive in a fast-moving and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
• Ability to multitask, prioritize, and manage time effectively
• Strong phone skills and active listening
• Accept constructive criticism and customer feedback regarding their experience
• Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
• Knowledge of communication protocols is an asset (RS485, RS232, Zigbee, etc.)
• Experience with CRM systems and practices (Salesforce, SAP)
• College or Bachelor’s degree and/ or proven career path to excellence in customer support
• Experience in a product technical support role.
• Tech savvy (Android, IOS, Smart Home Technology)
• Proficiency in Windows and Office 365 suite

Additional Information

• 9-hour work day(including 1 hour lunch)
• Schedule Flexibility: Must be available to work either 8:00 a.m. – 5:00 p.m. or 11:00 a.m. – 8:00 p.m. EST based on business needs.
• Optional work from home on Monday and Friday after the initial training period
• Work with BFT and Somfy, two globally recognized brands in automation and smart control solutions.
• Gain expertise in innovative access control and automation technologies.
• Opportunities for professional growth and training in a fast-evolving industry.
• A collaborative and supportive work environment focused on technical excellence and customer satisfaction.
• At Somfy, we care about our employees. We offer a comprehensive corporate benefits package, including a variety of health plan options. Dental, vision,401k with a matching program, generous PTO and sick time, an employee fitness program, and more

The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply