The Product Technical Support Agent's primary role is to provide support for operating and troubleshooting motorized products and controls such as window shades, awnings, and pergolas. As well as motorized access control solutions such as gate openers, garage door openers, traffic and safety bollards and automatic gate systems. This role is responsible for providing expert-level technical support. Assisting customers, installers, and partners with the installation, operation, and troubleshooting of our products.
- Technical support & internal product support by phone, emails, and web cases through Salesforce
- Provide step-by-step 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