Product Technical Support Agent

SOMFY Group; South Brunswick (NJ); Hybrid; USD 49,500 - 60,500; Full time

Benefits offered by this job

Health plan options

Dental and vision

401(k) with matching

Generous PTO and sick time

Employee fitness program

Job summary

Somfy Group in New Jersey seeks a Product Technical Support Agent to troubleshoot motorized products and controls such as window shades, awnings, and pergolas, plus access control solutions. You will assist customers, installers, and partners with installation and operation, via phone, email, and Salesforce.

You will gather product knowledge, resolve issues within SLAs, and collaborate with the Technical Support Manager on complex problems while delivering exceptional service across channels.

Qualifications

• 1-2 years of after-sales product technical support experience.
• Bachelor's degree or higher in a relevant field.
• Excellent written and verbal communication skills.

Responsibilities

• Provide technical support by phone, email, and web cases through Salesforce.
• Give step-by-step instructions to fix product issues.
• Access manuals to help users operate software and hardware.
• Acquire and transfer product knowledge to sales managers and customer.
• Handle complaints and ensure timely resolutions within SLAs.
• Build sustainable relationships through active listening and right questions.
• Record customer information, issues, and solutions in Salesforce.
• Follow SOPs to maintain tickets and adherence to service levels.
• Collaborate with Technical Support Manager on complex issues.
• Perform other duties assigned by the Technical Support Manager.

Skills

Customer support

Technical troubleshooting

Salesforce

CRM systems

Communication skills

Multitasking

Active listening

Team player

Windows Office 365

Smart Home Tech

Education

Bachelor's degree

Tools

Salesforce

SAP

CRM

Job description

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.

Compensation:

$55,000-$55,000 per year