Technical Support Specialist ; Management

Overview

Nice North America
, a subsidiary of Nice S.p.A., is a leader in Home and Building Automation. We develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to Simplify Everyday Movements. Headquartered in Carlsbad, CA, with R&D and manufacturing centers and offices in the region, Nice supports innovation, continuous learning, and professional growth. We offer award-winning sales and marketing programs, technical support, and CEU training to our partners.

We proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes.

The Tech Support Specialist 1 provides post-sales support to customers via phone or email. This role receives inbound calls from customers, field service professionals, and internal departments that require technical assistance on Nice Security and Audio/Power product lines. This is not an IT position. The specialist also supports the internal technical support team by training/coaching new and existing team members, creating/reviewing knowledge base content, and backing up the team lead when needed.

The Tech Support Specialist 1 troubleshoots technically, diagnosing, configuring equipment, and assisting with installation and design of high-end Security System and Audio/Power products. The role includes initiating and processing return claims.

Must have experience or familiarity with security systems and audio/power products.

Fully onsite in Carlsbad, CA

Monday–Friday, 8:00 AM to 4:30 PM PST

$22.00 to $27.00, depending on experience

• Provide front-line technical support via telephone, email and live chat to customers, field service professionals, and internal Nice North America departments. This includes fielding product and/or procedure questions and troubleshooting installation/programming issues.
• Provide technical support for control products via telephone and email for ELAN Dealers.
• Support Dealers with product-related design assistance and installation troubleshooting.
• Act as a technical brand champion and point of contact for sales and field escalations within these brands.
• Escalate to Technical Support Supervisors/Manager/Director when a process exception is needed.
• Provide feedback on problems with existing products to Technical Support management.
• Reproduce/confirm product defects and report such defects to the product line’s Technical Support Supervisor.
• Increase technical knowledge by reviewing knowledge bases and escalated cases weekly.
• Attend training classes monthly or as required.
• Demonstrate extensive knowledge of Nice North America products, systems, services, and troubleshooting processes.
• Assess and respond when standard procedures fail to isolate or fix problems.
• Track and report trends related to product failure.
• Stay up to date on processes, procedures, and policies by completing required technical training.
• Understand, support, and execute work in established procedures, methods, and requirements.
• Implement and maintain department policies and standards.
• Perform any other related duties as required or assigned.

• High school diploma required;
  Associate degree or equivalent two-year college degree preferred.
• 1–2 years of experience handling high inbound call volume in a technical support center; field tech/installation experience is highly desired.
• Experience with residential automation platforms and products (e.g., ELAN, Control4, Savant, Lutron, Crestron, Extron, AMX) is highly preferred.
• Experience in commercial Audio Visual products (amplifiers, speakers, network switches) is a plus.
• Customer service experience in a commercial or retail environment is a plus.
• URC, RTI programming a plus.
• Excellent customer service skills with patience for a wide variety of customers.
• Strong technical knowledge of security, access, home automation, or health/wellness products, including procedures, programming, and equipment.
• Strong knowledge of computers, Windows and Office applications.
• Ability to visualize a customer’s environment to troubleshoot and create…