Tech Support Agent

Vantage Elevation, LLC; Sacramento (CA); Hybrid; USD 54,000 - 58,000; Full time

Benefits offered by this job

Health insurance

HSA

401(k) matching

Paid time off

Tuition reimbursement

Employee Assistance Program (EAP)

Job summary

Vantage Elevation, LLC in Sacramento, CA is seeking a Technical Support Agent for full-time on-site work. You will assist customers with EC control systems across delivery, installation, operation, and maintenance, resolving issues and providing clear guidance by phone or email, including travel to sites as needed.

Ideal candidates have an electronics background, 3–5 years in customer support related to elevator systems, and strong English communication.

Qualifications

• AA or Technical Degree in Electronics (or equivalent work experience).
• 3-5 years of hands-on technical work in a customer support environment, preferably elevator systems.
• Spanish speaking preferred.
• Must have basic understanding of electrical principles.
• Ability to read and interpret line diagrams and schematics.
• Strong communication skills, verbal and written, including fluency in English.
• Technical Support experience related to elevator systems a plus.
• Good knowledge of elevator systems and control equipment and demonstrated expertise in troubleshooting a plus.
• Initiative and self-reliance.

Responsibilities

• Work directly with customers to provide services and assist in resolving technical problems with EC control systems in multiple areas.
• Analyze and verify proper operation of elevator control options to meet customer needs and safety requirements.
• Articulate necessary technical information to customers clearly over the phone or via email.
• Document customer issues and steps taken to resolve them.
• Monitor call queues and respond with urgency while ensuring process adherence.
• Provide technical training and presentations as needed, in-house or at customer locations.
• Escalate unresolved customer complaints to management for timely closure.
• After-hours on-call availability may be required.
• Periodic travel to customer sites may be required on short notice.
• Provide technical/sales engineering support and training when needed.
• Other job-related assignments as assigned.

Skills

Customer support

Electrical principles

Reading schematics

English fluency

Multi-tasking

Communication skills

Spanish language

Initiative

Education

AA or Technical Degree in Electronics

Job description

Job Details

• Job Location: Elevator Controls Corporation - Sacramento, CA 95826
• Position Type: Full Time
• Job Shift: Normal Business Hours
• Job Category: Indirect Labor - IDL Technical Support Agent

Technical Support AgentFull TimeSacramento, CA

About Us

Vantage Elevation, LLC is North America’s leading independent manufacturer of elevator components and systems. Vantage is comprised of eight business units including GAL Manufacturing; GAL Canada; Hollister Whitney; Elevator Controls; Courion; Bore-Max; Thames Valley Controls and Vertical Dimensions. Through its brands, Vantage supplies almost all electro-mechanical devices used in contemporary elevators. Founded in 1927, the Vantage group employs over 900 staff in multiple locations across the United States, Canada, and United Kingdom.

Requirements

• AA or Technical Degree in Electronics (or equivalent work experience).
• 3-5 years of previous hands-on technical work experience in a customer support environment, preferably related to elevator systems.
• Spanish speaking preferred.
• Must have basic understanding of electrical principles.
• Ability to read and interpret line diagrams and schematics.
• Ability to multi-task efficiently.
• Strong communication skills, verbal and written, including fluency in English.
• Technical Support experience related to elevator systems a plus.
• Good knowledge of elevator systems and control equipment and demonstrated expertise in troubleshooting a plus.
• Initiative and self-reliance.

Duties and Responsibilities

• Work directly with customers to provide services and assists in resolving technical problems with EC control systems in any of the following areas – Delivery, Installation, Adjustment, Operation, Maintenance, Failure, Reconfiguration/modification, Upgrade & Repair.
• Requires use of discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime, and prevent cost overruns.
• Analyze and verify proper operation of elevator control options to meet customer needs, safety/code requirements and company standards.
• Effectively articulate necessary technical information to customers in a simple and concise manner over the telephone or via e-mail.
• Document customer issues and steps taken to resolve the issue.
• Monitor call queues and respond with a sense of urgency, ensuring process adherence.
• Provide customer technical training and technical presentations as needed, both in-house and/or at customer locations.
• Escalate unresolved customer complaints and issues to management to ensure timely response and closure of the escalated customer complaint and issue.
• After-hours on-call availability may be required in this position.
• Periodic travel to customer sites may be required in this position. Must be willing travel on short notice.
• Provide technical/sales engineering support and/or training when needed.
• Other job-related assignments as assigned.

Benefits of Working With Us

• $26 - $28 per hour and potential for bonus
• Medical/Dental/Vision/Life Insurance
• HSA
• 401(K)/Company Match/ Non-Elective
• Generous Paid Time Off (PTO)
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• … and more!

Position Details

• Full time Position, In Person
• Monday-Friday 6:00 AM - 3:00 PM, 40 hour work week
• Sacramento, CA

Vantage Elevation, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.