Technical Support Representative

Job Description

Job Description

Embrace a career with purpose at Nice North America, a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating A World Without Barriers, we develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to achieve our mission of Simplifying Everyday Movements.

Headquartered in Carlsbad, CA, with several R&D and manufacturing centers and offices throughout the region, Nice is committed to innovation that enhances everyday life. Our team thrives in an environment that fosters continuous learning and professional growth where you’ll collaborate with talented and dynamic individuals every day to create groundbreaking solutions. And, as a global leader, we offer award-winning sales and marketing programs, technical support, and CEU training to the industry’s top partners.

Our commitment extends beyond technology development; we also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes. A philanthropic endeavor that truly embodies our corporate mission.

Summary: Reporting to the technical support manager, the Technical Support Representative 1 will provide post-sales support to the customers via phone or email interactions. This is a customer facing position and requires excellent verbal communication skills. A positive and optimistic approach to helping our customers solve problems is essential to providing a good customer experience. Working closely with the rest of the Technical Support team, the Engineering and Quality groups this position provides valuable information on customer product usage for continuous improvement activities. This opening is in support of our new and existing products and their capability to network with our customers’ systems. Specifically, the   Nice Residential gate product line (Titan, Apollo and Nice brands) .

Hourly range is $22.00-27.00 depending on experience. 

Primary Responsibilities:  

• Provides advanced technical support and assistance to customers via email, phone, and/or other remote methods. 

• Addresses and response to customer inquiries on organization products and services, including installation, operations functions, troubleshooting and maintenance.

• Provides customers with preventive maintenance and configuration recommendations to improve product usability and performance. 

• Documents customer interactions, including details of inquiries, complaints, comments and actions taken in CRM. 

• Review and provide feedback to the technical writing staff for new product documentation. 

• Note customer issues with the potential for product improvements and providing that information to the Engineering team. 

• Provide input to the RMA team on returns when special testing is required. 

• Perform any other related duties as required or assigned. 

Qualifications:  

• Minimum 2-year degree preferred.

• 1 or more years technical support experience preferred. 

• Experience with support of networked equipment and commercial gate operators desired 

• Spanish language capability desired. 

Knowledge, Skills, and Abilities:  

• Knowledge of and ability to troubleshoot networked devices and Gate Operators 

• Experience with Commercial gate operators and/or hydraulics a Plus 

• High customer service orientation. 

• Self-directed with the ability to prioritize workload. 

• Ability to quickly learn the various products, their faults and corrections. 

• Demonstrate effective telephone communication skills. 

• Well-developed communication and analytical skills. 

• Possess the ability to read and interpret blueprints and technical specifications. 

• Electrical circuit (Low and High voltage) understanding. 

• Ability to use and instruct on the use of electrical diagnostic tools. (I.E. Voltmeter/Ohm meter) 

• Possess an aptitude for mathematical concepts and the ability to read and interpret specification sheets. 

• Demonstrate attention to detail.

• Proficiency with Microsoft Office tools. 

• Excellent organizational skills.

• Positive attitude, self-motivated and eager to succeed. 

Physical Requirements:

Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.   

• Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.  

• Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard.   

• Manual dexterity suitable for use of utilizing a computer.  

• Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting.  

• Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation.  

• Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation.  

• Light to moderate lifting.   

Working Conditions:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Must be comfortable working in an office environment to include moderate noise levels.  

• The working area is primarily in an open office setting with reasonable lighting and controlled temperatures. 

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As thinkers and creators, we look at the world with an open mind, engaging with the possibilities and broadening our perspective in an  inclusive way. 

 

Disclaimer:

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job. Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.