Tech Support Specialist

Nortek Security and Control | Carlsbad, CA

Posted Date 7/19/2021

Primary Responsibilities:

  • Provide front-line technical support via telephone, email and live chat to customers, field service professionals, and internal Nortek Control departments. This includes but is not limited to fielding product and/or procedure questions and troubleshooting product installation and/or programming issues
  • Provide Technical Support for control products via telephone & email for Product Dealers
  • Support Dealers with product related design assistance and installation troubleshooting
  • Act as a technical brand champion and point of contact for sales and field escalations within these brands
  • Reach out to the Technical Support Supervisors, Manager and/or Director when a process exception needs to be made
  • Provides feedback regarding problems with existing products to Technical Support management
  • Responsible for reproducing/confirming product defects and reporting such defects to the product line’s Technical Support Supervisor
  • Work continuously to increase technical support product knowledge by reviewing knowledge bases and escalated cases on a weekly basis
  • Attend training classes on a monthly/as-required basis
  • Demonstrate an extensive knowledge of Nortek Control, systems, services and installation/troubleshooting processes
  • Assess and respond to situations were standard procedures have failed in isolating or fixing problem equipment.
  • Track and report trends related to product failure
  • Other duties as assigned

Knowledge Skills and Abilities:

  • High-school diploma required; Associate degree or equivalent two-year college degree preferred
  • 1-2 years of experience handling heavy inbound call volume in a technical support call center environment troubleshooting customer issues required. Audio/ Visual experience highly desired
  • Knowledge of Audio Video speaker or power products and technologies such as Elan, Speakercraft, Panamax, Niles or Proficient a plus
  • Must have excellent customer service skills with a high level of patience in dealing with a wide variety of customers
  • Strong knowledge of and familiarity with computers, Microsoft Windows and Office application
  • Ability to visualize customer’s environment to effectively troubleshoot products and create solutions
  • Ability to explain technical information clearly to customers
  • Demonstrate ability to understand the totality of a system
  • Ask qualifying questions to identify failure points
  • Strong written communication and verbal skills
  • Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self
  • Positive attitude, self-motivated and eager to succeed

Physical Requirements:

Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.

  • Required to sit, talk or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl
  • Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard
  • Manual dexterity suitable for use of utilizing a computer
  • Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting
  • Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation
  • Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation
  • Light to moderate lifting

Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be comfortable working in an office environment to include moderate noise levels
  • The working area is primarily in an open office setting with reasonable lighting and controlled temperatures

Tasks listed are intended to be descriptive and not restrictive. Any employee in this job may perform any of the tasks listed; however, these examples do not include all the tasks an employee may be expected to perform. The company reserves the right to change tasks as needed.

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