Smart Home Tech Support Specialist (Hybrid)

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

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.