Technical Support Specialist

Role Overview

• Provide programming and integration interfacing support for all Automate products
• Provide 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
• Follow diagrams and written instructions to resolve issues
• 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
• Establish 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
• Other duties as may be required from time to time

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
• 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%

Benefits

• Professionally designed open office work environment to support team collaboration – HQ Only
• On-site Gym and Game Room
• HQ Only
• Paid Holidays
• Including company-wide holiday shutdown
• Business casual dress code
• Generous Paid Time Off
• Medical, Dental, and Vision Benefits effective the first of the month following 30 days of hire
• Employer Paid Short Term Disability, Travel Insurance, Life Insurance, and Employee Assistance Program
• Voluntary benefits including Long Term Disability and Pet Insurance
• 401K with Employer Matching Dollars
• Wellness Reimbursement Program
• Tuition Assistance Program
• Global company with offices in the US, AU, and EU
• Ability to work in a growing company where your talents and skills can have a positive impact
• Company social events throughout the year and monthly lunches!