Equipment Orders: Receive and process orders for new or additional WiFi & Z-Wave hubs and locks.
Smart-Home Equipment Troubleshooting: Monitor various sources of error reporting (e.g., system logs, internal dashboards), perform Tier 2 & Tier 3 diagnostics on smart-home devices (Z-Wave, WiFi), network connectivity, and application issues, and contact the client with next steps, documenting all steps in the CRM.
Customer Support Assistance: Collaborate with the Customer Support team to provide technical guidance and support during customer installations, including remote device provisioning and network configuration assistance.
Platform Training and Expertise: Develop a deep understanding of the different NterNow platforms, including backend system architecture and third-party IoT/Alarm platforms for troubleshooting and integration purposes.
Pick, pack, and ship orders via UPS, adhering to strict quality control and shipping logistics procedures.
Provide our high standard of customer service to our wide base of customers, handling technical escalations with professionalism.

Excellent organizational and time management skills.
Strong technical aptitude and problem-solving abilities, with experience in systematic root cause analysis.
Proficiency in working with various IT software and hardware systems
Effective communication skills, both written and verbal, for relaying complex technical issues to non-technical users.
Ability to work independently and as part of a team.
Willingness to learn and adapt to new technologies.
Direct experience with IoT(e.g., Z-Wave, Zigbee, MQTT) and smart-home technology is strongly preferred.

Health, dental and vision insurance coverage, helping you “be safe, be healthy”
Competitive Paid Time Off
A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
Life Insurance – Term life coverage with the option to purchase supplemental coverage
Tuition Reimbursement
Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards
Employee Discounts through Perks at Work
Community involvement and opportunities to give back so you can “serve others, not yourself”
Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

Technical Operations Support Specialist

Key skills