Technical Support Representative - Remote Job at Dormakaba Group
POSITION OVERVIEW
dormakaba is seeking a Technical Support Representative to join our Technical Support team. This position is responsible for providing technical support to dormakaba’s customers for their hotel door lock hardware and software, by performing a diagnosis while guiding users through step-by-step solutions. This person is also responsible for issuing authorization for product returns.
**This position is a Remote role**
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $41,600 to $56,000. Pay is based on several factors including, but not limited to, education, work experience, certifications, etc. In addition to your salary, the Company offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
PRIMARY DUTIES
- Answers inbound calls and emails in a timely manner, with the highest level of client satisfaction
- Troubleshoots customer issues related to hardware and software by evaluating and analyzing the symptoms
- Resolves technical hardware and software issues
- Identifies and escalates priority issues
- Accurately enters customer queries into company database
- Issues RMA’s (Return Material Authorization) for product repair/evaluation
- Stays up-to-date on product knowledge and processes
REQUIREMENTS
- College degree in electronics, computer science or relevant experience
- Minimum 1-year experience in customer service and technical support, in call center
- Excellent communication skills in French and English, Spanish is an asset
- Proficiency with the MS Office suite
CRITICAL SUCCESS FACTORS
- Candidates who embrace dormakaba’s core values will be most successful in our organization: Trust, Customer First, Curiosity, Courage and Performance
- Team player and strong collaborator
- Problem solver (always brings solutions, enjoys challenges)
- Dependable (reliable and follows through on commitments)
- Be part of the on-call rotation team (off hours – Emergency support)
- Organized, Multi tasks & call control skills
- Strong Customer Service orientation
WE OFFER
- An opportunity to work in global company with a family culture and strong core values (Trust, Customer First, Curiosity, Courage and Performance)
- Competitive pay with great benefits options (Medical, Dental, Vision, Life and Disability insurance, 401k), Paid Time Off and Holiday Pay
- Career fulfillment with growth and development opportunities
- Employee discounts (online discounts for shopping, travel, insurance etc.) and much more!
The Federal Executive Order 14042 on COVID-19 requires all current and new employees of government contractors to comply with one of the following on or before the Federal deadline date:
- Received their final vaccination dose – either their second dose of Pfizer or Moderna, or single dose of Johnson & Johnson OR
- Submitted a medical exemption/accommodation request for approval OR
- Submitted a religious belief exemption/accommodation request for approval.
dormakaba is a federal contractor which means all our team members must comply with this order by the Federal deadline to start and continue employment with us. Our Talent Acquisition team will confirm the Federal deadline date at the time an offer is made to help ensure compliance.
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