Support Technician -- Tier 2 Pro

Job Summary:

The Support Technician (Pro T2 will provide service and technical support for customers and consumers as a part of the Pro Technical Support department.

Duties/Responsibilities:

• Provide solutions via excellent customer service and technical support following established company practices and guidelines.
• Participate in companyprovided training to gain necessary competencies in customer service and technical support.
• Conduct service engagements through chat phone email and other guided online experiences.
• Leverage technical documentation training and industry research to perform duties.
• Mentor junior members; prioritize setting an example of service for others.
• Take detailed direction from leadership through remote communication over Slack email video calls and similar services conducive to remote work.
• Practice detailed database management relative to service engagements including making specific written notes and records and recording interactions with customers consumers and other business partners as assigned.
• Represent the company brands with businesspositive language and attitude.
• Performs other related duties as assigned.

Qualifications :

Required Skills/Abilities:

• Good understanding of appropriate English language style syntax and diction for making service engagement notes and communicating in writing with company communication tools.
• Detailoriented and willing follow specific processes and take specific direction.
• Empathetic communication; able to level and control difficult engagements in various customer channels (businesstobusiness businesstoconsumer distribution etc..
• Experience and comfort with Salesforce or similar CRM.
• Experience and comfort with smart home hubs and connectivity basic A/V routing networking and electrical signal path troubleshooting.
• Disciplined in following instructions and complying with business process workflows.

Education and Experience:

• High school diploma or GED minimum required.
• Two years of related experience doing inperson or remote technical support.
• Home automation industry and/or smart home product experience preferred.
• Experience with Salesforce and CRM processes preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• If working remotely must have:
  • Willingness to travel to a Savant office if/when needed for meetings and training.
  • Home office environment that allows for undisrupted customer service phone calls for eight hours a day.

Additional Information :

Compensation:

Starting pay is $24.00 per hour.  Pay rate is nonnegiotiable.  Benefits eligibility takes effect on date of hire.

Additional benefits include:  medical / dental insurance;  vision plan;  pet insurance;  FSA / HSA;  12 paid holidays;  401k plan with employer match.

Savant Systems Inc (Savant) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion creed national origin ancestry sex (including pregnancy) gender (including gender identity gender nonconformity and status as a transgender or transsexual individual) age sexual orientation physical or mental disability citizenship genetic information domestic violence victim status past current or prospective service in the uniformed services or any other characteristic protected under applicable federal state or local law. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Savant does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for and will not pay any fees commissions or any other payment related to unsolicited resumes or CVs except as required in a written contract between Savant and the recruitment agency or party requesting payment of a fee.

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Fulltime