Technical Support Specialist II – Wireless & Networking

Genie; Lewisville (TX); On-site; USD 40,000 - 65,000; Full time

Job summary

Genie is seeking a customer support specialist to troubleshoot product issues via phone and chat, guiding customers through installations and usage. You will route inquiries, educate on cost-effective usage, and help resolve various technical problems while maintaining detailed records and contributing to knowledgebase updates.

Ideal candidates have strong communication skills, a passion for customer satisfaction, and the ability to work independently or in a team within a fast-paced environment

Qualifications

• Must have working knowledge of wireless networks.
• Mobile computing including Android and iOS devices.
• Location-sensing systems.
• Wireless technologies e.g., Bluetooth, RF tags, and WiFi.
• Routing protocols for wireless networks.
• Monitoring wireless networks.
• 1-2 years customer service or telephone experience in a technical call center environment.
• Exceptional telephone communication and problem-solving skills.
• Must be capable of handling customer complaints in a satisfactory manner.
• Minimum 6 months with department.
• Meet department goals for prior 3 months.
• No written warnings within previous 6 months.
• Not on active Performance Plan.
• Schedule Flexibility.

Responsibilities

• A strong passion for customers.
• Excellent interpersonal and communication skills.
• Assist our consumers by providing product troubleshooting assistance via telephone and/or chat support.
• Re-route customers to other areas of support and departments based on product inquiries.
• Educate customers on cost effective and correct use of our products.
• Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.
• Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.
• Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.
• Participate in testing with internal IT support to provide feedback on internal systems.
• Respond to customer inquiries and/or complaints regarding the company's product or services.
• Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.
• De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.
• Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.
• Access and assist with continual update of internal knowledgebase.
• Offer ideas for product improvements based on interactions and customer feedback.
• Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.
• Complete, Investigate and respond to customer order/billing inquiries.
• Take, investigate, de-escalate, and solve customer complaints.
• Understand competitor product for our Universal devices.
• Refer customers to local dealers for extra support when needed.
• Respond to e-mail/chat communication from leadership/Customers.
• Must be able to work independently, as well as within a team. Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.
• Meet and support department goals and objectives.
• Assist management as needed/Other duties assigned.
• Provide feedback reports to leadership on other team members for coaching/refreshers.
• Be educated on product/units no longer manufactured/with obsolete parts.
• Understand Motor/rail/unit details to determine replacements of such.
• De-escalate and make decisions to assist customers sent from Level 1.
• Complete Level 2 Callbacks to resolve customer inquiries.
• Offer floor support for new hires.

Skills

Wireless networks

Mobile devices

Location sensing

Bluetooth/WiFi/RF

Routing protocols

Monitoring networks

Customer service

Phone handling

Problem solving

Schedule flexibility

Job description

Genie is seeking a customer support specialist to troubleshoot product issues via phone and chat, guiding customers through installations and usage. You will route inquiries, educate on cost-effective usage, and help resolve various technical problems while maintaining detailed records and contributing to knowledgebase updates.

Ideal candidates have strong communication skills, a passion for customer satisfaction, and the ability to work independently or in a team within a fast-paced environment