Technical Support Specialist

Embrace a career with purpose at Nice North America, a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating A World Without Barriers, we develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to achieve our mission of Simplifying Everyday Movements.

Headquartered in Carlsbad, CA, with several R&D and manufacturing centers and offices throughout the region, Nice is committed to innovation that enhances everyday life. Our team thrives in an environment that fosters continuous learning and professional growth where you’ll collaborate with talented and dynamic individuals every day to create groundbreaking solutions. And, as a global leader, we offer award-winning sales and marketing programs, technical support, and CEU training to the industry’s top partners.

Our commitment extends beyond technology development; we also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes. A philanthropic endeavor that truly embodies our corporate mission.

Summary:

Tech Support Specialist 1 will be responsible for providing a high level of professional technical support by receiving inbound calls from customers, field service professionals, and internal departments that require technical assistance on Nice Audio/Power product lines. This is not an IT position. This front-line role will also support the internal technical support team by training/coaching new and existing team members, creating/reviewing knowledge base content, and providing backup for the team lead when needed.

Tech Support Specialist 1 is a superior technical troubleshooter, specializing in diagnosing, problem resolution, equipment configuration, installation, and design of high-end Audio Equipment and Power products for customers. Will be responsible for initiating and processing return claims.

This position is for a Monday – Friday shift with the following hours 7:30 a.m. – 4:00 p.m. PST. However, the hours may change depending on need.

Hourly range is $22.00- $27.00 depending on experience.

Primary Responsibilities:

• Provide front-line technical support via telephone, email and live chat to customers, field service professionals, and internal NICE departments. This includes but is not limited to fielding product and/or procedure questions and troubleshooting product installation and/or programming issues
• Provide Technical Support for control products via telephone & email for customers
• 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
• Document all calls in our system to track or elevate issues
• Reach out to the Technical Support Supervisors, Manager and/or Director when a process exception needs to be made
• Provides feedback regarding problems with existing products to Technical Support management
• Responsible for reproducing/confirming product defects and reporting such defects to the product line’s Technical Support Supervisor
• Work continuously to increase technical support product knowledge by reviewing knowledge bases and escalated cases on a weekly basis
• Attend training classes on a monthly/as-required basis
• Demonstrate an extensive knowledge of NICE product s, systems, service sand installation/troubleshooting processes
• Assess and respond to situations where standard procedures have failed in isolating or fixing problem equipment.
• Track and report trends related to product failure
• Stay up to date on all processes, procedures, and policies by completing required technical training provided by Nice
• Understand, support and execute all work in the established procedures, methods and working requirements
• Implements and maintains department policies and standards
• Perform any other related duties as required or assigned

Knowledge

Skills and Abilities:

• 1-2 years of experience handling heavy inbound call volume in a technical support call center environment troubleshooting customer issues required. Field…