Technical Support Specialist

About the role

The Technical Support Specialist will provide technical support for all Rollease Acmeda products. The individual in this role will deliver superior customer service support through the effective use of interpersonal, communication and resolution skills, ensuring a high standard of professionalism.

Responsibilities

• Provide programming and integration interfacing support for all Automate products
• Basic related hardware system support to assist customers select the appropriate mechanical accessories for the use of automate products in system applications
• Identify root-cause analysis and resolve faults both remotely and at client sites if required
• Guide associates and/or clients usually over the phone to help set up systems and/or resolve issues
• Troubleshoot system and basic network problems, and/or third-party systems that are required to work with Automate products
• Expertly diagnose user / installer setup faults
• Maintain ticketing system framework by adding new solutions to the knowledge base and logging all support calls and emails
• Facilitate and initiate to replace faulty product and escalate/refer to appropriate parties to initiate replacements
• Record customer notes on specified CRM or company systems
• Maintain good working relationship with b2b customers and other professional end users
• Test, evaluate and learn about new products as required prior to product launch
• Learn about other related mechanical products that is used with Automate
• Collaborate and support other departments, Product Management, Customer Service, and Inside Sales
• Document and publish issues and solutions in the Automate Technical Support Knowledge Base
• Participate in on site customer product presentations and dealer training sessions

Requirements

• Three to five years’ experience in a technical sales support/customer service role
• Information Technology Networking or equivalent experience in a technical discipline
• Proficient in computer system applications including MS Office 365 suite, Online CRM Suite or similar

Qualifications

• A passion and aptitude for technology, i.e., experience in a similar technical role
• Demonstrates Company Core Values: Consideration, Cooperation, Accountability, Innovation
• Ability to remain patient, courteous, and polite when helping customers set up, or trouble shoot systems
• Familiarity with control systems such as Amazon Alexa, Google Home Assistant, IFTTT, Smart Things or others
• Excellent interpersonal, presentation, written and oral communication, problem-solving, and organizational skills
• Ability to work in a fast-paced, deadline focused environment
• Ability to work independently and multi-task
• Light travel required, up to 10%