Technical Support Specialist

SARGENT is a market leader in locksets, high-security key systems, door closers, exit devices, electro-mechanical products, and access control systems for new construction, renovation, and replacement applications. The company serves commercial construction, institutional, and industrial markets with products including windstorm-certified locks, hardwired and wireless access control devices, designer levers, and antimicrobial hardware coatings.

About the role

We are seeking a Technical Support Specialist to provide exceptional customer service via phone, email, and remote support software to current and prospective customers. This position is onsite in New Haven, CT.

Responsibilities

• Troubleshoot hardware and identify site-specific issues.
• Deliver service and support to end-users using automated call distribution phone software.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer information and determine issues by evaluating and analyzing symptoms.
• Diagnose and resolve technical hardware issues.
• Create Customer Care Forms to initiate product replacement.
• Conduct customer site visits to troubleshoot or replace hardware.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per client specifications.
• Redirect problems to appropriate resources.
• Beta test and report on new products.
• Use a trouble ticket system for tracking issues and problem resolution.
• Act as a liaison between customers, quality, engineering, and manufacturing personnel.
• Maintain prompt and effective inter- and intra-team communication.
• Work with equipment in the lab to determine the root cause of issues.

Requirements

• Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering, or a related field.
• 3-5 years of applicable work experience.
• Excellent customer service skills and the ability to interact courteously, helpfully, and professionally.
• Unquestionable ethics with a proven ability to handle confidential information.
• Ability to act independently, take initiative, multitask, and drive tasks to resolution.
• Strong verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Demonstrated problem-solving and analytical skills.
• Familiarity with mechanical or physical security products is preferred.

Benefits

• Medical, Dental, and Vision plans with various options.
• 401K with employer match and Roth IRA contribution.
• Corporate discounts.