Product Technical Support Agent

SOMFY Group • South Brunswick Township, NJ

1d

About The Position

The Product Technical Support Agent's primary role is to provide support for operating and troubleshooting motorized products and controls such as window shades, awnings, and pergolas. As well as motorized access control solutions such as gate openers, garage door openers, traffic and safety bollards and automatic gate systems. This role is responsible for providing expert-level technical support. Assisting customers, installers, and partners with the installation, operation, and troubleshooting of our products. Technical support & internal product support by phone, emails, and web cases through Salesforce Provide step-by-step instructions to fix technological issues Access instruction manuals to help users utilize their software or hardware properly Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer. Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution. Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions Accurately gather and record customer information, issues, and solutions using Salesforce and other software Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards Work with Technical Support manager to ensure and find solutions to more complex issues Perform other duties assigned by the Technical Support Manager

Requirements

• Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
• Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
• Proven experience with problem-solving skills to deliver the highest level of service excellence
• 1-2 years of after-sales product technical support experience
• Ability to work both independently and as part of a best-in-class team
• Self-motivated, ability to thrive in a fast-moving and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
• Ability to multitask, prioritize, and manage time effectively
• Strong phone skills and active listening
• Accept constructive criticism and customer feedback regarding their experience
• Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
• Knowledge of communication protocols is an asset (RS485, RS232, Zigbee, etc.)
• Experience with CRM systems and practices (Salesforce, SAP)
• College or Bachelor’s degree and/ or proven career path to excellence in customer support
• Experience in a product technical support role.
• Tech savvy (Android, IOS, Smart Home Technology)
• Proficiency in Windows and Office 365 suite

Responsibilities

• Technical support & internal product support by phone, emails, and web cases through Salesforce
• Provide step-by-step instructions to fix technological issues
• Access instruction manuals to help users utilize their software or hardware properly
• Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
• Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
• Accurately gather and record customer information, issues, and solutions using Salesforce and other software
• Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
• Work with Technical Support manager to ensure and find solutions to more complex issues
• Perform other duties assigned by the Technical Support Manager

Benefits

• At Somfy, we care about our employees. We offer a comprehensive corporate benefits package, including a variety of health plan options.
• Dental, vision,401k with a matching program, generous PTO and sick time, an employee fitness program, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level