Technical Support Specialist I
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Job Description
Technical Support Associate providing assistance for smart and connected ecosystem products. Requires deep technical knowledge and advanced problem-solving skills to support end-users.
Responsibilities:
- You will serve as the front line for our customers to deescalate and solve technical issues the customer will call in for.
- Have a strong background in using OVRC remote management.
- Have an advanced understanding installations to be able to walk customers through how to resolve issues. This includes areas such as:
- ISP modems
- Network topology
- Video Distribution
- Multiroom audio, wired and wireless solutions
- Home theater configurations.
- TV, Media players, cable boxes, etc.
- Surveillance
- Thermostat integration and troubleshooting
- Power management
- Smart Lighting; centralized and wireless
- This team is comprised of shifts to cover 24/7/365. You will need to have the ability to accommodate business needs.
- Strong communication skills: The ability to clearly document all steps taken in the interaction. This includes providing theories as to why an issue occurred or how to resolve the issue if a site visit is needed.
- Participate in beta testing of new products and solutions, providing actionable feedback to product teams.
Requirements:
- 2+ years of professional experience installing and programming control systems in the CI industry
- Certification in one or more of the following: Control4, Crestron, Savant, URC, Elan.
- Hands-on experience installing, configuring, and troubleshooting surveillance, professional audio video, and other technology solutions.
- Strong aptitude for troubleshooting across multiple product categories and technologies.
- Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.
- Exceptional problem-solving skills and ability to quickly learn and apply new technical concepts.
- Exceptional English communication skills, both verbal and written, with a customer-first mindset.
Benefits:
- Resideo provides comprehensive benefits, including life and health insurance
- life assistance program
- accidental death and dismemberment insurance
- disability insurance
- 401k Plan
- vacation & holidays.
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