Technical Support Associate II - RM

Reporting to a Client Services Supervisor, the Parasol Technical Support Specialist will work directly with end customers of our authorized integrators. This role requires deep technical knowledge, advanced problem-solving abilities, and expertise in supporting a wide array of products and technologies in the smart and connected ecosystem. The Parasol Support Specialist will need to show empathy and excellent soft skills.  Customers calling in are likely going to need to be supported in a simple and easy way, while the Specialist can troubleshoot advanced systems.

This role is suited for an individual with a minimum of 2 years of Custom Installation, with a certification in a control platform, such as Control4, Savant, Crestron.  Who is passionate about emerging technologies, eager to tackle challenges, and capable of quickly adapting to new tools and platforms. The Parasol Technical Support Specialist will need to excel at navigating complex issues, providing creative and effective solutions, and empowering our professional integrators with the knowledge and confidence to succeed.

 

JOB DUTIES:

• You will serve as the front line for our integrator’s customers to deescalate and solve technical issues the customer will call in for.
• Have a strong background in using OVRC remote management.
• Have an advanced understanding installations to be able to walk customers through how to resolve issues.  This includes areas such as:
  • ISP modems
  • Network topology
  • Video Distribution
  • Multiroom audio, wired and wireless solutions
  • Home theater configurations.
  • TV, Media players, cable boxes, etc.
  • Surveillance
  • Thermostat integration and troubleshooting
  • Power management
  • Smart Lighting; centralized and wireless
• This team is comprised of shifts to cover 24/7/365.  You will need to have the ability to accommodate business needs.
• Strong communication skills:
  • The ability to clearly document all steps taken in the interaction.  This includes providing theories as to why an issue occurred or how to resolve the issue if a site visit is needed.
• Participate in beta testing of new products and solutions, providing actionable feedback to product teams.

YOU MUST HAVE:

• 2+ years of professional experience installing and programming control systems in the CI industry. 
• Certification in one or more of the following:
  • Control4, Crestron, Savant, URC, Elan.
• Hands-on experience installing, configuring, and troubleshooting surveillance, professional audio video, and other technology solutions. 
• Strong aptitude for troubleshooting across multiple product categories and technologies.
• Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.
• Exceptional problem-solving skills and ability to quickly learn and apply new technical concepts.
• Exceptional English communication skills, both verbal and written, with a customer-first mindset.

WE VALUE:

• Advanced networking knowledge, including VLANs, firewalls, managed switches, and enterprise wireless setups.
• Familiarity with ADI’s proprietary exclusive-brand products and platforms: OvrC, Luma, Binary, WattBox, Clare, and others.
• Expertise in commercial and residential audio/video systems, including DSPs, projectors, and streaming solutions.
• Experience with professional specialized technology systems such as motorized window treatments, centralized lighting, and power management solutions.
• Experience supporting professional integrators or in the custom electronics industry.

WHAT'S IN IT FOR YOU:

• Resideo provides comprehensive benefits, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, retirement plans, vacation & holidays.

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Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

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