Job Description

Job Summary:

The Support Technician (Pro Tier 2) will provide service and technical support for customers and consumers as a part of the Pro Technical Support department.

Duties/Responsibilities:

• Provide solutions via excellent customer service and technical support, following established company practices and guidelines.
• Participate in company-provided training to gain necessary competencies in customer service and technical support.
• Conduct service engagements through chat, phone, email, and other guided online experiences.
• Leverage technical documentation, training, and industry research to perform duties.
• Mentor junior members; prioritize setting an example of service for others.
• Take detailed direction from leadership through remote communication over Slack, email, video calls, and similar services conducive to remote work.
• Practice detailed database management relative to service engagements, including making specific written notes and records, and recording interactions with customers, consumers, and other business partners as assigned.
• Represent the company brands with business-positive language and attitude.
• Performs other related duties as assigned.

Qualifications

Required Skills/Abilities:

• Good understanding of appropriate English language style, syntax, and diction, for making service engagement notes and communicating in writing with company communication tools.
• Detail-oriented and willing follow specific processes and take specific direction.
• Empathetic communication; able to level and control difficult engagements in various customer channels (business-to-business, business-to-consumer, distribution, etc.).
• Experience and comfort with Salesforce or similar CRM.
• Experience and comfort with smart home hubs and connectivity, basic A/V routing, networking, and electrical signal path troubleshooting.
• Disciplined, in following instructions and complying with business process workflows.

Education and Experience:

• High school diploma or GED minimum required.
• Two years of related experience doing in-person or remote technical support.
• Home automation industry and/or smart home product experience preferred.
• Experience with Salesforce and CRM processes preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• If working remotely, must have:
  • Home office environment that allows for undisrupted customer service phone calls for eight hours a day.
  • Willingness to attend on-site training session at Savant headquarters possibly 1-2 times per year.

Willingness to work 2nd Shift, Monday - Friday from 1:00pm - 9:30pm EST is highly desired but not a requirement.

Additional Information

GE Lighting, a Savant Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, national origin, ancestry, sex (including pregnancy), gender (including gender identity, gender nonconformity and status as a transgender or transsexual individual), age, sexual orientation, physical or mental disability, citizenship, genetic information, domestic violence victim status, past, current or prospective service in the uniformed services or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. All your information will be kept confidential according to EEO guidelines.

GE Lighting, a Savant Company does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Savant and the recruitment agency or party requesting payment of a fee.