Job Description
As our Technical Customer Support II, your responsibilities with include, but are not limited to the following:
Provide remote technical support for troubleshooting hardware and software products via the phone, email, or ticketing system.
Maintain and increase knowledge of facility management (heating, cooling, lighting, etc.) and the software and hardware involved in the management of a facility.
Establish and communicate clear expectations with customers and technicians quickly resolve their questions or facility issues.
Achieving and adhering to established Service Level Agreements and Key Performance Indicators.
Documents troubleshooting steps, recommendations, and resolutions clearly in the CRM systems.
Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments.
Communicate and escalate issues you are unable to resolve to the proper level/area of customer support when necessary.
Participate in On-Call Customer Support Technician when required.
Required Skills & Experience
High school diploma required; College degree preferred.
2+ years of contact center technical customer support experience supporting customers via multiple contact channels (i.e. phone, email, chat, SMS).
Understanding of Foundational Networks (IP Addressing, Subnetting, DNS, DHCP, etc.).
Proficient skills in Microsoft Office (Outlook, Word, PowerPoint, Excel).
Advanced understanding of operating systems, business applications, and network systems.
Interpersonal skills: such communication skills, active listening, and customer-care.
Ability to multi-task and adapt to changes quickly.
Understand support tools, techniques, and how technology is used to provide services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment.
Nice to Have Skills & Experience
Experience in facility management, HVAC, Energy Management System, or Building Automation.
Experience with Salesforce, Service Channel, or Corrigo
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.