Technical Support Representative I

Aiphone•Redmond, WA

6d•$24 - $33•Onsite

About The Position

This entry-level position answers customer phone calls in technical support queues concerning company products and applications. Customer calls are recorded in a Customer Relationship Management (CRM) program. The role interacts with Customer Services and Repair Services and may assist with other Technical Support department assignments. Duties and assignments may change or be made at any time, with or without notice. The position is based at the Redmond Headquarters in Redmond, Washington. It is full-time, day-shift work. The work is primarily in a typical office environment with ambient room temperatures, standard lighting, and traditional office equipment. Work may also take place in an electronics lab using hand tools to wire and install Aiphone products for testing or training. Headquarters shifts start at 7:00 a.m.; the posting also notes that Cherry Hill shifts start at 8:30 a.m.

Requirements

High school education or GED, plus completion of at least two years of college and/or technical equivalent.
One year of previous experience in a customer-facing job.
Ability to distinguish different colors and audible tones, and good visual acuity.
Communicate effectively orally and in writing, including typing and using a PC efficiently.
Ability to talk on the phone and work on a computer simultaneously and consistently throughout the work shift.
Maintain a professional manner with customers in person and by phone, and work effectively with others in an office.
Work at a steady pace and consistently amid distractions; work both independently and as part of a team.
Maintain an organized schedule, manage competing priorities, and complete plans within scheduled deadlines.
Aptitude for understanding technical matters and learning technical information from manuals.
Proficiency with Microsoft 365, including Excel, Word, PowerPoint, and SharePoint, and knowledge of a standard CRM database package and other company software.
Adapt to changing business environments; be self-motivated and well-organized.
Show ongoing motivation for self-study and continual learning.
Act ethically and professionally with colleagues, customers, and vendors, representing Aiphone's standards.

Nice To Haves

Knowledge of electronics is highly beneficial.

Responsibilities

Answer customer calls on approved Aiphone systems and record information in the CRM database.
Provide customers with written or verbal lists of equipment based on job requirements.
Provide technical information or wiring instructions in writing or verbally, as requested and within Technical Support department guidelines.
Provide troubleshooting assistance for systems and product issues.
Escalate calls or emails to a qualified technician when not trained on the system or issue.
Assist with Technical Support department assignments.
Work with coworkers as a team member and interact with Customer Services and Repair Services.