Innovate to solve the world's most important challenges

As a Technical Support Professional, you will contribute to building aWorld-Class Technical Support Team. You are responsible for interacting withinternal and external customers and providing reliable technical assistance.You will focus on the accuracy of the support, customer satisfaction, andproviding feedback promptly. You will drive the investigation, documentation,resolution, root cause analysis, and replication of technical issues. You willhelp to identify and develop solutions for customers based on their needs,building solid relationships with them and ensuring timely follow-ups.

Key Responsibilities

• Handle internal and external customer-related issues and concerns.
• Focus on Fire Alarm systems.
• Record all customer interactions into a CRM Database.
• Achieve strategic KPIs and other metric targets.
• Understand and interpret advanced technical documentation anddiagrams.
• Create and document articles, FAQs, and other related self-serviceknowledge items.
• Effectively manage and prioritize time, projects, customerescalations, and departmental needs.
• Collaborate with Technical areas to ensure product readiness forserviceability and reliability.
• Maintain acceptable Call Quality, KCS, and VOC requirements.
• Work proactively with other team members.
• Openly share new ideas and information with other team members.

YOU MUST HAVE

• Bachelor's degree in engineering, Electronics, Telecom, or relatedfields.
• 1+ years of Technical Support Experience.
• Experience in: Low voltage systems, multimeter, oscilloscope, relays,and interpretation of electrical diagrams
• Excellent English communication skills (oral and written).
• Customer focused & strong problem-solving skills.

WE VALUE

• Experience with Salesforce & InContact.
• Strong continuous improvement mindset & positive leadership impact

Additional Information

• JOB ID: HRD265409
• Category: Customer Experience
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 03
• Referral Bonus: 10000
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Nonexempt