Technical Support Associate II

Technical Support Associate II

The Technical Support Associate II will develop a broad understanding of customer needs and provide reliable technical assistance to internal and external customers. You will drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues. You will support the knowledge-sharing mindset, methodology, and tools. You will ensure proper documenting and recording of all activity and communication. Come be part of a team that solves complex technical problems for the customer! You will build business acumen while learning to address customers' technical needs and applying the highest standards of customer support.

Job Duties:

• Facilitate issue identification and analysis through active listening and inquiry.
• Investigate and resolve technical issues related to Resideo-branded products.
• Track requests resolution.
• Build relationships with internal and external customers.
• Test Resideo-branded products & software.
• Develop and share knowledge within the team and with the customer base.

You Must Have:

• 2+ years of customer facing and/or call center experience.
• Good interpersonal and verbal & written communication skills.

We Value:

• Experience in the security industry or electronics repair is preferred.
• Having a strong continuous improvement mindset and ability to make a strong leadership impact.
• Experience with Salesforce or other CRM (customer relationship management) databases and/or Microsoft Office.
• Good administration skills, attention to detail, and time management.

What's In It For You:

• The opportunity to be trained on, and support both internal and external Resideo customers on their technical product needs!
• Medical, Dental, Vision, and 401k participation from Day 1.
• 2 weeks accrued vacation time in years 1 and 2, and 3 weeks starting in year 3.
• Employee discounts on company products and other retail/service providers.