Technical Support Representative

POSITION OVERVIEW

dormakaba is seeking a Technical Support Representative to join our team. This position reports directly to the Customer Service Manager. This position will work closely with Sales, Pricing, Product Support, Planners, Shipping and Engineering.

PRIMARY DUTIES

• Provides Technical Support Level 1 and 2 for lock hardware and application software products. Utilize strategic troubleshooting, problem solving and decision-making skills to identify and deliver successful solutions for all customer requests. Escalate and inform the appropriate resources as needed.
• Operates a computer workstation to obtain and extract order information. Develops, compiles, and distributes scheduled and special reports as required.
• Performs assigned system maintenance to various electronic and physical files according to guidelines.
• Actively participates in the recommendation, development, implementation, and execution of processes that drive continued improvement in the accuracy, efficiency, and responsiveness of the Technical Support Department and the dormakaba Safe Lock team. 
• Prepares, generates, and distributes all reporting appropriate for the department.  
• Provides back-up support to other group members in the performance of job duties, as necessary.
• Assists in the maintenance and creation of process and work instruction documents as needed.
• Builds rapport and foster partner relationship with customer contacts while maintaining fast, effective, and professional communications.
• Performs other related duties as assigned by management

KNOWLEDGE/SKILLS/ABILITIES

• Fully Proficient use of Microsoft Office Products
• Experience with software installation and setup within commercial networks, both client workstations and servers.
• Experience with Microsoft operating systems and necessary firewall rules.
• Exceptional experience in troubleshooting IOT devices on remote client networks and providing resolutions to the issue.
• Experience with trouble shooting networking, Firewalls and blocked I/O ports.
• Strong partnership and coloration skills with internal and external stakeholders
• Exceptional oral and written business communication skills.
• Exceptional Speed and Accuracy in data entry.
• Working knowledge of SAP or ERP systems preferred.
• Strong decision making and problem-solving abilities.
• Ability to multitask, organize and manage tasks to completion.
• Knowledge of dormakaba products  
• Experience in Application support

EDUCATION/EXPERIENCE

• 3-5 years’ experience in customer service\technical support with increasing responsibilities
• Multilingual preferred (Spanish, French, German)
• Associate degree or higher desired
• High school education or equivalent

KEY DIMENSIONS:

• Customer Satisfaction 70%
• Operational Technical Support 15%
• Team Support 15%

REQUIREMENTS

• Must be able to manipulate a computer keyboard.
• Must be able to verbally communicate via telephone.
• Must have good vision with the ability to adjust to focus and use close vision, with or without correction.
• Must be able to collaborate with other team members, for example: provide engineering feedback and investigate sensitive problems with the ability to project a solution.
• Must be able to demonstrate basic knowledge of low voltage: series/parallel circuits and ohms law; how to use a voltmeter on basic electrical circuits.
• Must be able to document all events in a CRM database, thus requiring strong writing with clarity communication skills for others to read.
• Must have a commitment to upgrading and continuing education in product knowledge.
• Must demonstrate the ability to work well under pressure when collaborating with customers.
• Must be present at the office when needed for the first year

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)

WE OFFER

• A fast-growing international company
• A stimulating, fast and friendly work environment
• An opportunity to highly contribute to the success of the company
• Competitive global compensation