Technical Support Representative at Dormakaba USA, Inc.

Posted in Other 16 days ago.

Location: Madison Heights, Michigan





Job Description:

POSITION OVERVIEW

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!