Product Technical Support Agent

Company Description

As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all.

As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and guarantees the excellence of our solutions.

We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

SOMFY® is the leading global manufacturer of strong, quiet motors with electronic and app controls for interior window coverings and exterior solar protections. Over 270 million users worldwide enjoy the more than 170 million motors produced by Somfy. During the past 50 years, Somfy engineers have designed products for both the commercial and residential markets to motorize window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens and projection screens. Somfy motorization systems are easily integrated with security, HVAC and lighting systems providing total home or building automation. 

Job Description

The Product Technical Support Agent's primary role is to provide support for operating and troubleshooting motorized products and controls such as window shades, awnings, and pergolas. As well as motorized access control solutions such as gate openers, garage door openers, traffic and safety bollards and automatic gate systems. This role is responsible for providing expert-level technical support. Assisting customers, installers, and partners with the installation, operation, and troubleshooting of our products. 

• Technical support & internal product support by phone, emails, and web cases through Salesforce
• Provide step-by-step instructions to fix technological issues
• Access instruction manuals to help users utilize their software or hardware properly
• Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
• Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
• Accurately gather and record customer information, issues, and solutions using Salesforce and other software
• Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
• Work with Technical Support manager to ensure and find solutions to more complex issues
• Perform other duties assigned by the Technical Support Manager

Qualifications

• Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
• Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
• Bilingual Spanish and English preferred
• Proven experience with problem solving skills to deliver highest level of service excellence
• Ability to work both independently and as part of a best-in-class team
• Self- motivated, ability to thrive in a fast- moving, and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
• Ability to multi-task, prioritize and manage time effectively
• Strong phone skills and active listening
• Accept constructive criticism and customer feedback regarding their experience
• Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
• Knowledge of communication protocols is an asset (RS485, RS232, Zigbee, etc.)
• Experience with CRM systems and practices (Salesforce, SAP)
• College or Bachelor’s degree and/ or proven career path to excellence in customer support
• Experience in a product technical support role. 
• Tech savvy (Android, IOS, Smart Home Technology)
• Proficiency in Windows and Office 365 suite

Additional Information

• $55-$65k salary range commensurate with experience
• 9-hour standard business hours (including 1 hour lunch), Monday through Friday
• Hybrid work model (Tuesday through Thursday in the office)
• Work with BFT and Somfy, two globally recognized brands in automation and smart control solutions.
• Gain expertis