Product Technical Support Specialist (Remote Optional)

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

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.