Technical Support Representative

Technical Support Representative 1

Nice/Speaker Craft Audio Solutions

Location:

Fully onsite in Carlsbad, CA

Schedule:

Monday-Friday, 5:00 AM to 4:00 PM PST

Hourly range: $22.00 to $27.00 USD, depending on experience

Base pay range: $22.00/yr - $27.00/yr

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 simplify everyday movements. Headquartered in Carlsbad, CA, with R&D and manufacturing centers throughout the region, we are committed to innovation that enhances everyday life.

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

Reporting to the technical support manager/supervisor, the Technical Support Representative 1 will provide post‑sales support to customers via phone or email interactions. This is a customer‑facing position requiring excellent verbal communication skills and a positive, optimistic approach to helping customers solve problems. Working closely with the Technical Support team, Engineering, and Quality groups, the role provides valuable customer product usage information to the organization for continuous improvement.

The opening supports our new and existing products that network with our customers’ systems, specifically the Linear Branded commercial gate, garage door, and wireless radio product lines.

MUST HAVE EXPERIENCE OR FAMILIARITY WITH GATE INSTALLATION, GATE ARMS, AND RELATED COMPONENTS.

• Provide advanced technical support and assistance to customers via email, phone, and/or other remote methods.
• Address and respond to customer inquiries on organization products and services, including installation, operations functions, troubleshooting, and maintenance.
• Provide customers with preventive maintenance and configuration recommendations to improve product usability and performance.
• Document customer interactions, including details of inquiries, complaints, comments and actions taken in CRM.
• Review and provide feedback to the technical writing staff for new product documentation.
• Note customer issues with potential for product improvements and provide that information to the Engineering team.
• Provide input to the RMA team on returns when special testing is required.
• Perform any other related duties as required or assigned.

• Minimum 2‑year degree preferred.
• 1 or more years technical support experience preferred.
• Experience with support of networked equipment and commercial gate operators.
• Spanish language capability desired.

• Knowledge of and ability to troubleshoot networked devices and gate operators.
• Experience with commercial gate operators and/or hydraulics a plus.
• High customer service orientation.
• Self‑directed with the ability to prioritize workload.
• Ability to quickly learn various products, their faults and corrections.
• Effective telephone communication skills.
• Well‑developed communication and analytical skills.
• Ability to read and interpret blueprints and technical specifications.
• Electrical circuit (low and high voltage) understanding.
• Ability to use and instruct on electrical diagnostic tools (e.g., voltmeter/ohmmeter).
• Aptitude for mathematical concepts and ability to read and interpret specification sheets.
• Attention to detail.
• Proficiency with Microsoft Office tools.
• Excellent organizational skills.
• Positive attitude, self‑motivated and eager to succeed.

• Required to sit, talk, or hear; frequently required to use hands to grip or feel; occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Vision and depth perception suitable for use of a computer, printer, phone, and keyboard.
• Manual dexterity suitable for use of a computer.
• Sufficient personal mobility and physical reflexes permitting work in an office setting.
• Ability to walk and/or climb 5% of the time comfortably, with or…