Product Support Escalation Team Member

Technical Support Escalation Team Member will have a focus on supporting motorized products and controls. including interior and exterior.  products including shades awning automatic gate systems bollards pergolas.

Motorized access control solutions such as gate openers garage door openers traffic and safety bollards BFT brand productsa recognized leader in gate automation and access control solutions. This role is responsible for providing expertlevel technical support. Assisting customers installers and partners with the installation operation and troubleshooting of our products.

In addition to the above stated interactions a Technical Support Escalation Team Member will also have responsibilities related to receiving and initializing escalations.

• Accept incoming live escalation from first contact agents.
• Execute escalation to the Technical Services team per defined SOP guidelines.
• Technical support & internal product support by phone emails and web cases through Salesforce
• Provide stepbystep instructions to fix technological issues
• Access instruction manuals to help users utilize their software or hardware properly
• Acquire and transfer product knowledge (wiring instructions product specific functions) to sales managers and customer.
• Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
• Accurately gather and record customer information issues and solutions using Salesforce and other software
• Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
• Work with Technical Support manager to ensure and find solutions to more complex issues
• Perform other duties assigned by the Technical Support Manager such as SOP documentation process creation Salesforce reporting and other internal and external projects.

Qualifications :

• Excellent written and communication skills and ability to communicate to all levels of the organization and external customers
• Exceptional organizational skills and ability to prioritize work with competing deadlines and ability to adapt to change.
• Proven experience with problem solving skills to deliver highest level of service excellence
• Ability to work both independently and as part of a bestinclass team
• Self motivated ability to thrive in a fast moving and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
• Ability to multitask prioritize and manage time effectively
• Strong phone skills and active listening
• Accept constructive criticism and customer feedback regarding their experience
• Positive attitude willingness to learn team player outgoing patient and genuine
• Knowledge of communication protocols is an asset (RS485 RS232 Zigbee etc.
• Experience with CRM systems and practices (Salesforce SAP)
• Bilingual Spanish and English preferred
• College or Bachelors degree and/ or proven career path to excellence in customer support
• Experience in a product technical support role.
• Tech savvy (Android IOS Smart Home Technology)
• Proficiency in Windows and Office 365 suite

Additional Information :

• 9hour standard business hours (including 1 hour lunch) Monday through Friday
• Hybrid work model (Tuesday through Thursday in the office)
• Work with BFT and Somfy two globally recognized brands in automation and smart control solutions.
• Gain expertise in innovative access control and automation technologies.
• Opportunities for professional growth and training in a fastevolving industry.
• A collaborative and supportive work environment focused on technical excellence and customer satisfaction.
• We offer a competitive salary commensurate with experience.
• Full corporate benefits package including health life and disability. 401K contribution with generous match.

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

The protection of our candidates personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system and not by email or postal.

Remote Work :

No

Employment Type :

Fulltime