Product Technical Support Agent
Core
Provide expert-level technical support for motorized products including window shades, awnings, access control solutions, and smart home integrations via phone, email, and web cases.
Role type
Product Technical Support Agent (Physical Products & Smart Home)
Builds
Operational support and troubleshooting for motorized home automation and access control systems
Domain
Home Automation / Smart Home / Physical Motorized Products
Deliverable
client delivery
Required skills
Problem-solving, active listening, step-by-step instruction delivery, CRM usage, product knowledge transfer, time management, multitasking
Preferred skills
Knowledge of communication protocols (RS485, RS232, Zigbee), experience with Android/iOS and Smart Home Technology, familiarity with Windows and Office 365
Technologies
Salesforce, SAP, Android, iOS, RS485, RS232, Zigbee
Responsibilities
Diagnose and troubleshoot motorized products and controls; provide step-by-step instructions to fix technological issues; handle customer complaints and follow up to ensure resolution; accurately record customer information and issues in Salesforce; transfer product knowledge to sales managers and customers; work with Technical Support Manager on complex issues
Seniority
Junior to Mid-level, hands-on IC
