Product Support Specialist

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Technical Tampa, FL, US

Please note, this is not an IT Support or Systems Admin role.

Applicants must have 3-5 years of experience in a technical sales support or customer service role with a physical product—examples of physical products include home automation devices, wearables, navigation devices, etc.

The Technical Support Specialist will provide technical support for all Rollease Acmeda products. The individual in this role will deliver superior customer service support through the effective use of interpersonal, communication and resolution skills, ensuring a high standard of professionalism.

WHO WE ARE:

Rollease Acmeda is a leading innovator in precision hardware, specialized fabrics and premium motorization for the development of interior and exterior window covering systems. We strive to provide comfort, energy savings and safety with our light management and shading solutions using cutting‑edge technology, highly engineered systems, and advanced automation. We are passionate, customer‑focused, innovative, and action‑oriented people, who for over 40 years have designed and delivered exceptional products keeping us at the forefront of market‑leading design.

We are proudly owned by JM Family Enterprises, one of the largest privately owned companies in the US.

WHAT YOU'LL BE DOING:

• Provide programming and integration interfacing support for all Automate products
• Provide basic related hardware system support to assist customers select the appropriate mechanical accessories for the use of automate products in system applications
• Identify root‑cause analysis and resolve faults both remotely and at client sites if required
• Guide associates and/or clients usually over the phone to help set up systems and/or resolve issues
• Troubleshoot system and basic network problems, and/or third‑party systems that are required to work with Automate products
• Expertly diagnose user / installer setup faults
• Follow diagrams and written instructions to resolve issues
• Maintain ticketing system framework by adding new solutions to the knowledge base and logging all support calls and emails
• Facilitate and initiate to replace faulty product and escalate/refer to appropriate parties to initiate replacements
• Record customer notes on specified CRM or company systems
• Establish good working relationship with b2b customers and other professional end users
• Test, evaluate and learn about new products as required prior to product launch
• Learn about other related mechanical products that is used with Automate
• Collaborate and support other departments, Product Management, Customer Service, and Inside Sales
• Document and publish issues and solutions in the Automate Technical Support Knowledge Base
• Participate in on site customer product presentations and dealer training sessions
• Other duties as may be required from time to time

WHAT YOU SHOULD HAVE:

• Three to five years’ experience in a technical sales support/customer service role
• Information Technology Networking or equivalent experience in a technical discipline
• Proficient in computer system applications including MS Office 365 suite, Online CRM Suite or similar
• A passion and aptitude for technology, i.e., experience in a similar technical role
• Demonstrates Company Core Values:
  Consideration, Cooperation, Accountability, Innovation.
• Ability to remain patient, courteous, and polite when helping customers set up, or trouble shoot systems
• Familiarity with control systems such as Amazon Alexa, Google Home Assistant, IFTTT, Smart Things or others
• Excellent interpersonal, presentation, written and oral communication, problem‑solving, and organizational skills
• Ability to work in a fast‑paced, deadline focused environment
• Ability to work independently and multi‑task
• Light travel required, up to 10%

WHY IT’S GREAT TO WORK HERE:

• Professionally designed open office work environment to support team collaboration – HQ Only
• On‑site Gym and Game Room – HQ Only
• Business casual dress code
• Generous Paid Time Off
• Medical, Dental, and Vision Benefits…