dormakaba is seeking a Technical Support Representative to join our Support team in the Madison Heights, MI area. This role will be responsible for providing customers with technical support 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.
PRIMARY DUTIES
Answer inbound calls and emails
Troubleshoot customer issues related to hardware and software by evaluating and analyzing the symptoms
Resolve technical hardware and software issues
Identify and escalate priority issues
Accurately enter customer queries into company database
Issue RMA's (Return Material Authorization) for product repair/evaluation
Stay up to date on product knowledge and processes
Be part of the on-call rotation team (off hours - Emergency support)
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 English, Spanish is an asset
Proficiency with the MS Office suite
Organized, Multi tasks & call control skills
Strong Customer Service orientation
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)
Continuous improvement/innovative mindset (always looking for better ways of doing things and not satisfied with the status quo)
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, 401(k), 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!
