Technical Support Representative I (61054)

Aiphone•Redmond, WA

4d•Onsite

About The Position

Entry level position, responsible for answering customer phone calls into technical support queues relating to company products and applications. Calls with customers are logged into Customer Relationship Management program. Interacts with Customer Services and Repair Services. Essential Duties and Responsibilities include the following. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responds to phone calls on approved Aiphone systems and record information into CRM database. Provides written and/or verbal specified list of equipment based on job requirements. Provides written and/or verbal technical information or wiring instructions based on job requirements, as requested by customer and within the guidelines set by Technical Support department. Provides troubleshooting assistance on systems, or product issues. Escalates calls or emails to qualified technician if not trained on system or issue in question. Additional Responsibilities include the following. Assists in completing Technical Support department assignments. Inter-relationship Relationship of position with internal, lateral, and external groups. Interacts with co-workers as a team member.

Requirements

High school education or GED and completion of at least 2 years of college and/or technical equivalent.
One-year previous work experience in customer-facing job.
Must be able to distinguish different colors, audible tones and have good visual acuity.
Communicates effectively both orally and in writing.
Written skills include ability to type and use the PC efficiently.
Must be able to talk on the phone and work on the computer simultaneously and consistently throughout the work shift.
Ability to work with others in the office, as well as maintain a professional manner when talking with customers, whether on the phone or in person.
Steady paced, able to work consistently with many distractions.
Must be able to work within a team and independently.
Must be able to maintain an organized schedule with competing priorities, executing plans within scheduled deadlines.
Aptitude to understand technical matters and be able to learn technical information from reading manuals.
Proficient in Microsoft 365 (Excel, Word, PowerPoint, and SharePoint) with knowledge of standard CRM Database package and other software programs used within the company.
Demonstrate a willingness and aptitude to adapt to changing business environments.
Self-motivated and well-organized.
Self-study and personal motivation to learn and expand knowledge on a continual basis is vital.
Acts in ethical and professional manner at all times with colleagues, customers, and vendors, representing the highest standards of Aiphone behavior.

Nice To Haves

Knowledge of electronics is highly beneficial.

Responsibilities

Responds to phone calls on approved Aiphone systems and record information into CRM database.
Provides written and/or verbal specified list of equipment based on job requirements.
Provides written and/or verbal technical information or wiring instructions based on job requirements, as requested by customer and within the guidelines set by Technical Support department.
Provides troubleshooting assistance on systems, or product issues.
Escalates calls or emails to qualified technician if not trained on system or issue in question.
Assists in completing Technical Support department assignments.
Interacts with co-workers as a team member.