Scope/Responsibilities: • A strong passion for customers. • Excellent interpersonal and communication skills. • Assist our consumers by providing product troubleshooting assistance via telephone and/or chat support. • Re-route customers to other areas of support and departments based on product inquiries. • Educate customers on cost effective and correct use of our products. • Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve. • Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters. • Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action. • Participate in testing with internal IT support to provide feedback on internal systems. • Respond to customer inquiries and/or complaints regarding the company’s product or services. • Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits. • De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction. • Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development. • Access and assist with continual update of internal knowledgebase. • Offer ideas for product improvements based on interactions and customer feedback. • Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures. • Complete, Investigate and respond to customer order/billing inquiries. • Take, investigate, de-escalate, and solve customer complaints. • Understand competitor product for our Universal devices. • Refer customers to local dealers for extra support when needed. • Respond to e-mail/chat communication from leadership/Customers. • Must be able to work independently, as well as within a team. Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision. • Meet and support department goals and objectives. • Assist management as needed/Other duties assigned. • Provide feedback reports to leadership on other team members for coaching/refreshers. • Be educated on product/units no longer manufactured/with obsolete parts. • Understand Motor/rail/unit details to determine replacements of such. • De-escalate and make decisions to assist customers sent from Level 1. • Complete Level 2 Callbacks to resolve customer inquiries. • Offer floor support for new hires. Qualifications • Must have working knowledge of wireless networks • Mobile computing including Android and iOS devices • Location-sensing systems • Wireless technologies e.g., Bluetooth, RF tags, and WiFi • Routing protocols for wireless networks • Monitoring wireless networks • 1-2 years customer service or telephone experience/employment in a technical call center environment • Exceptional telephone communication and problem-solving skills. • Must be capable of handling customer complaints in a satisfactory manner • Minimum 6 months with department • Meet department goals for prior 3 months • No written warnings within previous 6 months • Not on active Performance Plan • Schedule Flexibility