Technical Support Representative

Nortek Security and Control LLC; Kent (WA); On-site; USD 30,000 - 37,000; Full time

Job summary

Nice North America, a subsidiary of Nice S.p.A., is seeking a Technical Support Representative 1 to provide post-sales support to customers via phone or email.

This role faces customers, requires excellent verbal communication, and collaborates with the Technical Support team, Engineering, and Quality groups to improve product usage and support new products in the Nice Residential gate product line (Titan, Apollo, Nice brands).

Qualifications

• 1+ years technical support experience preferred.
• Experience with support of networked equipment and commercial gate operators desired
• Spanish language capability desired.

Responsibilities

• Provides advanced technical support to customers via email, phone, and remote methods.
• Addresses customer inquiries on organization products and services, including installation, operations, troubleshooting, and maintenance.
• Documents customer interactions in CRM and provides feedback to improve product documentation and engineering.

Skills

Networked devices

Customer service

Verbal communication

Technical support

Tools

CRM

Microsoft Office

Job description

Embrace a career with purpose at Nice North America, a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating A World Without Barriers, we develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to achieve our mission of Simplifying Everyday Movements.

Headquartered in Carlsbad, CA, with several R&D and manufacturing centers and offices throughout the region, Nice is committed to innovation that enhances everyday life. Our team thrives in an environment that fosters continuous learning and professional growth where you’ll collaborate with talented and dynamic individuals every day to create groundbreaking solutions. And, as a global leader, we offer award-winning sales and marketing programs, technical support, and CEU training to the industry’s top partners.

Our commitment extends beyond technology development; we also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes. A philanthropic endeavour that truly embodies our corporate mission.

Summary: Reporting to thetechnical support manager, the Technical Support Representative 1 will providepost-salessupport to the customers via phone or email interactions. This is a customer facing position and requires excellent verbal communication skills. A positive and optimistic approach to helping our customers solve problems is essential to providing a good customer experience. Working closely with the rest of the Technical Support team, the Engineering and Qualitygroupsthis position provides valuable information on customer product usage for continuous improvement activities. This opening is in support of our newand existingproductsandtheircapability to network with ourcustomers’systems. Specifically, the Nice Residential gate product line (Titan,Apolloand Nice brands) .

Hourly range is $22.00-27.00 depending on experience.

Primary Responsibilities:

• Providesadvancedtechnical support andassistanceto customers via email, phone, and/or other remote methods.
• Addresses and response to customer inquiries onorganizationproducts and services, including installation, operations functions,troubleshootingand maintenance.
• Provides customers with preventive maintenance and configuration recommendations to improve product usability and performance.
• Documentscustomer interactions, including details of inquiries, complaints,commentsand actions takenin CRM.
• Review and provide feedback to the technical writing staff for new product documentation.
• Note customer issues with the potential for product improvements and providing that information to the Engineering team.
• Provide input to the RMA team on returns when special testing isrequired.
• Perform any other related duties asrequiredor assigned.

Qualifications:

• 1 or more years technical support experience preferred.
• Experience with support of networked equipmentand commercial gate operators desired
• Spanish language capability desired.

Knowledge,Skills,and Abilities:

• Knowledge of and ability to troubleshoot networked devicesand Gate Operators
• Experience with Commercial gate operators and/or hydraulics a Plus
• High customer service orientation.
• Self-directed with the ability to prioritize workload.
• Ability to quicklylearnthe various products, theirfaultsand corrections.
• Demonstrate effective telephone communication skills.
• Well-developed communication and analytical skills.
• Possess the ability to read and interpret blueprints and technical specifications.
• Electrical circuit (Low and High voltage) understanding.
• Ability to use and instruct on the use of electrical diagnostic tools.(I.E. Voltmeter/Ohm meter)
• Possess an aptitude for mathematical concepts and the ability to read and interpret specification sheets.
• Proficiencywith Microsoft Office tools.
• Excellent organizational skills.
• Positive attitude, self-motivated and eager to succeed.

Physical Requirements:

Essential functions of this job require the following minimal physical demands.Reasonable accommodations may be made to enablethe individualswith disabilities to perform the essential functions.

• Required to sit,talk,or hear;frequentlyrequiredto use hands to grip or feel; and occasionallyrequiredto stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Vision and depth perceptionsuitablefor useof utilizinga computer, printer, phone, and keyboard.
• Manual dexterity suitablefor use ofutilizinga computer.
• Sufficient personal mobility and physical reflexes whichpermitsthe employee to work in an office setting.
• Ability to walk and/orclimb 5%of the time comfortably, with or without reasonable accommodation.
• Ability to sit at a computerfor 90%ofthe time comfortably, with or without reasonable accommodation.
• Light to moderate lifting.

Working Conditions: The work environment characteristics described here are representative ofthose anemployee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be comfortable working in an office environment to include moderate noise levels.
• The working area is primarily in an open office setting with reasonable lighting and controlled temperatures.

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As thinkers andcreators, we look atthe world with anopen mind,engagingwiththe possibilitiesand broadening ourperspective inan inclusive way.

Disclaimer:

The above statements reflect the general details considered necessary to decide the principal functions of the jobidentifiedandshall not be construed as a detailed description of all work requirements that may be inherent in the job. Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, orthe business.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.