Full-Time Support Technician -- Tier 2 / Pro
Savant is hiring a remote Full-Time Support Technician -- Tier 2 / Pro. The career level for this job opening is Experienced and is accepting Barnstable, MA based applicants remotely. Read complete job description before applying.
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Job Summary: The Support Technician (Pro T2) provides service and technical support to customers and consumers within the Pro Technical Support department.
Duties/Responsibilities:
- Provides solutions via excellent customer service and technical support, following company practices and guidelines.
- Participates in company training to gain necessary customer service and technical support competencies.
- Conducts service engagements via chat, phone, email, and online experiences.
- Leverages technical documentation, training, and research for duties.
- Mentors junior members, setting a positive service example.
- Takes detailed direction from leadership via Slack, email, video calls, and other remote communication methods.
- Manages service engagement databases, including detailed notes, records, and customer interactions.
- Represents the company with positive language and attitude.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Strong understanding of English language style, syntax, and diction for service notes and communication.
- Detail-oriented and able to follow processes and directions.
- Empathetic communication, able to manage difficult engagements across various channels (business-to-business, business-to-consumer, etc.).
- Experience with Salesforce or similar CRM.
- Experience with smart home hubs, A/V routing, networking, and electrical signal troubleshooting.
- Disciplined adherence to instructions and workflows.
Education and Experience:
- High school diploma or GED minimum.
- Two years of related in-person or remote technical support experience.
- Home automation and/or smart home product experience preferred.
- Salesforce and CRM experience preferred.
Physical Requirements: Prolonged periods of sitting, computer work; occasional lifting up to 15 pounds.
Remote Requirements:
- Willingness to travel to Savant office for meetings and training.
- Home office setup allowing for uninterrupted 8-hour phone calls.
Compensation: Starting pay is $24.00/hour. Non-negotiable. Benefits eligibility starts on hire date. Additional benefits include medical, dental, vision, pet insurance, FSA/HSA, 12 paid holidays, and a 401k plan with employer match.