Technical Support Representative (level 1) - #2518649

dormakaba


Date: 14/05/2022
City: Detroit, MI
Contract type: Full time
dormakaba

Our doors are open – to you. We are one of the Top 3 companies in our industry and globally leading in smart and secure access solutions. As a trusted partner, we stand for innovation, top performance and a fulfilling workplace. Join our team of 15,000 colleagues around the world and help us build trust every day.

Technical Support Representative (level 1)

Detroit, MI, US Troy, MI, US, 48083 May 12, 2022

POSITION OVERVIEW

dormakaba is seeking a Technical Support Representative to join our Support team in the Troy, 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

  • Associates degree or equivalent in electronics, computer science or relevant experience
  • Minimum 1-year experience in customer service and technical support, in call center preferred
  • Excellent communication skills in English, Spanish is an asset preferred
  • 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, 401k), 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!

The Federal Executive Order 14042 on COVID-19 requires all current and new employees of government contractors to comply with one of the following on or before the Federal deadline date:

  • Received their final vaccination dose – either their second dose of Pfizer or Moderna, or single dose of Johnson & Johnson OR
  • Submitted a medical exemption/accommodation request for approval OR
  • Submitted a religious belief exemption/accommodation request for approval.

dormakaba is a federal contractor which means all our team members must comply with this order by the Federal deadline to start and continue employment with us. Our Talent Acquisition team will confirm the Federal deadline date at the time an offer is made to help ensure compliance.


dormakaba USA Inc.

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