Product Support Specialist

The Technical Support Specialist will provide technical support for all Automate products. The individual in this role will deliver superior customer service support through the effective use of interpersonal, communication and resolution skills, ensuring a high standard of professionalism.

WHO WE ARE:

Rollease Acmeda is a leading innovator in precision hardware, specialized fabrics and premium motorization for the development of interior and exterior window covering systems. We strive to provide comfort, energy savings and safety with our light management and shading solutions using cutting-edge technology, highly engineered systems, and advanced automation. We are passionate, customer-focused, innovative, and action-oriented people, who for over 40 years have designed and delivered exceptional products keeping us at the forefront of market-leading design.

WHAT YOU'LL BE DOING:

• Provide programming and integration interfacing support for all Automate products
• Provide basic related hardware system support to assist customers select the appropriate mechanical accessories for the use of automate products in system applications
• Identify root-cause analysis and resolve faults both remotely and at client sites if required
• Guide employees and/or clients usually over the phone to help set up systems and/or resolve issues
• Troubleshoot system and basic network problems, and/or third-party systems that are required to work with Automate products
• Expertly diagnose user / installer setup faults
• Follow diagrams and written instructions to resolve issues
• Maintain ticketing system framework by adding new solutions to the knowledge base and logging all support calls and emails
• Facilitate and initiate to replace faulty product as required and follow up until resolved
• Record customer notes on specified CRM or company systems
• Respond within agreed time frames if issues can’t be resolved immediately
• Establish good working relationship with b2b customers and other professional end-users
• Test, evaluate and learn about new products as required prior to product launch
• Learn about other related mechanical products that is used with Automate
• Collaborate and support other trainers, provide input and validate training content
• Observe common issues, record, report and provide feedback to relevant parties in the business to continuously improve our products
• Engage with the attributed task provided by Product Manager and Automate Team to contribute the capabilities and future development
• Document and publish issues and solutions in the Automate Technical Support Knowledge Base
• Conduct train-the-trainer sessions for internal subject matter experts. This includes design and preparation of training materials, conducting training programs and maintaining a database of curricula, materials and training records.
• Participate in on-site customer product presentations and dealer training sessions
• Other duties as may be required from time to time; the incumbent is expected to contribute to the full extent of his/her skill and ability.

WHAT YOU SHOULD HAVE:

• Three to five years’ experience in a technical sales support/customer service role.
• Information Technology Networking or equivalent experience in a technical discipline.
• Proficient in computer system applications including MS Office 365 suite, Zoho Online CRM Suite or similar.
• A passion and aptitude for technology, i.e. experience in a similar technical role, interest and deployment in-home control (IOT) technology, custom deployment of wired controlled systems and their configuration.
• Exhibit Company Core Values of Consideration, Cooperation, Communication, Accountability, and Innovation.
• Ability to remain patient, courteous and polite when helping customers set up, or troubleshoot systems.
• Experience configuring and commissioning devices with software and apps.
• Familiarity with control systems such as Amazon Alexa, Google Home Assistant, IFTTT, Smart Things or others.
• Experience working with wired home control systems such as Control4, Savant, Crestron, Lutron and others, highly desired.
• Excellent interpersonal, presentation, written and oral communication, problem-solving, and organizational skills.
• Ability to work in a fast-paced, deadline focused environment.
• Ability to work independently and multi-task.
• Light travel required, up to 10%

WHY IT’S GREAT TO WORK HERE:

• Professionally designed open office work environment to support team collaboration
• Paid Holidays
• Business casual dress code
• Generous Paid Time Off
• Medical Dental, and Vision Benefits effective the first of the month following 30 days of hire
• Employer Paid Short Term Disability, Travel Insurance, and Life Insurance
• 401K with Employer Matching Dollars
• Gym Reimbursement Program
• Tuition Assistance Program
• Company social events throughout the year – previous activities have included an annual 5k Run, Summer BBQ, and Bowling.
• Ability to work in a growing company where your talents and skills can have a positive impact

Rollease Acmeda is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, sexual orientation, veteran status, or marital status.