Technical Support Specialist 1

Job Description

Job Description

Embrace a career with purpose at Nice North America, a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating A World Without Barriers, we develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to achieve our mission of Simplifying Everyday Movements.

Headquartered in Carlsbad, CA, with several R&D and manufacturing centers and offices throughout the region, Nice is committed to innovation that enhances everyday life. Our team thrives in an environment that fosters continuous learning and professional growth where you’ll collaborate with talented and dynamic individuals every day to create groundbreaking solutions. And, as a global leader, we offer award-winning sales and marketing programs, technical support, and CEU training to the industry’s top partners.

Our commitment extends beyond technology development; we also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes. A philanthropic endeavor that truly embodies our corporate mission.

Summary:

The Tech Support Specialist 1 is responsible for providing post-sales support to the customers via phone or email interactions. This position receives inbound calls from customers, field service professionals, and internal departments that require technical assistance on Nice Security and Audio/Power product lines. This is not an IT position. This front-line role will also support the internal technical support team by training/coaching new and existing team members, creating/reviewing knowledge base content, and providing backup for the team lead when needed. The Tech Support Specialist 1 is a superior technical troubleshooter, specializing in diagnosing, problem resolution, equipment configuration, installation, design of high-end Security System and Audio/Power products for customers. Will be responsible for initiating and processing return claims.

MUST HAVE EXPERIENCE OR FAMILIARALITY WITH SECURITY SYSTEMS AND AUDI/POWER PRODUCTS.

Location: Fully onsite in Carlsbad, CA

Schedule : Tuesday-Saturday, 7:30 AM to 4:00 PM PST

Hourly Range : $22.00 to $27.00, depending on experience

Primary Responsibilities:

• Provide front-line technical support via telephone, email and live chat to customers, field service professionals, and internal Nice North America 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 ELAN 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 Nice North America products, 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
• Stay up to date on all processes, procedures and policies by completing required technical training provided by Nice North America

• Understand, support and execute all work in the established procedures, methods and working requirements
• Implements and maintains department policies and standards
• Perform any other related duties as required or 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. Field tech/installation experience highly desired
• Experience with residential automation platforms and products such as ELAN, Control4, Savant, Lutron, Crestron, Extron, AMX highly preferred
• Experience in commercial Audio Visual products like amplifiers, speakers, and network switches a plus
• Customer service experience in a commercial or retail environment a plus
• URC , RTI programming a plus
• Must have excellent customer service skills with a high level of patience in dealing with a wide variety of customers
• Strong technical knowledge of security systems, access systems, home automation systems, or health/wellness products including procedures, programming, and equipment is highly desired
• Strong knowledge of and familiarity with computers, Microsoft Windows and Office applications

• Ability to visualize customer’s environment to effectively troubleshoot products and create solutions
• Ability to regularly learn new software and hardware systems
• Ability to follow detailed technical instructions
• Ability to explain technical information clearly to customers
• Ability to write clear and concise emails and support case notes
• Ability to practice patience especially when working with new dealers (all brands) and consumers
• 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

• Strong attention to detail
• 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

Disclaimer: The above statements reflect the general details considered necessary to decide the principal functions of the job identified, and shall not be construed as a detailed description of all work requirements that may be inherent in the job. Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.