Technical Support Representative

This role is ON-SITE; we are located in Harrison, NY. This is not a remote role. Headquartered in Harrison NY USA, Universal Remote Control (URC) is a global leader in smart home automation and control solutions with distribution throughout the world. URC control systems include Total Control® and Complete Control®. Innovative user interfaces include tabletop controllers, in-wall touch screens, handheld remotes, keypads, and mobile apps – plus voice control integration with Amazon, Alexa, Apple TV, Comcast Xfinity, and Google Assistant. URC systems are custom designed, programmed, installed, and maintained by a network of URC trained systems integration professionals (dealers). Its award-winning products, technical support, and training have made URC the best choice for home automation for more than 30 years. Technical Support Representatives are the URC solution for the knowledge needed by our loyal dealer-base and assistance required by the users of our many products. Candidate(s) must be able to combine customer service, technical know-how and hardware/software troubleshooting skills to solve the problem(s) presented in a call or other method of communication. In addition to answering phone calls, this person must possess the ability to interpret problems, provide technical support, track issues (and their resolutions) and use diagnostic tools to resolve recurring problems. All of this while answering questions and documenting detailed information on specific issues. They must remain constantly up to date about new technologies while still supporting existing installations and possess excellent verbal and written communication skills to ensure that URC is continually perceived as the best Technical Support in the industry. Within this position you will play a pivotal role in our organization, utilizing your engaging and exceptional customer service skills. We value effective communication and a deep understanding of customer needs. Compensation/Benefits Package: Compensation: Base Salary Starting at: $25.96/hour (non-exempt role) Probationary period Medical, Dental, Vision, and Life Insurance 401(k) Paid time off Overtime Eligible Expectations (Job Description): Maintain Customer Service Standards Resolve technical issues by using troubleshooting skills to solve the problem or determine when a return is necessary Provide programming support and product specifications upon request Analyze customer requirements/questions to determine a solution that will exceed their needs Be proactive in identifying new issues with products Work closely with other Technical Support team members to discover solutions, uncover issues and work towards a resolution Reporting & Recording Accurately log all required call (and email) information in the URC Portal Escalate and maintain any reports of bugs (JIRA) & follow-up with the dealer Consistently follow up with tickets regarding status, dealer inquiries, and suggesting solutions based upon engineers’ requests Train the URC AI daily by asking questions, editing incorrect responses and reporting inconsistencies Identify issues with URC documentation and URC Portal and report through proper channels URC & Industry Product Knowledge Responsible for obtaining a thorough working knowledge of all URC, including new products, modules and associated products Continuously demonstrate knowledge of latest technology, including home networking, audio/video, home automation and competitors’ products Test product and provide technical feedback to Validation Engineers Stay up to date with company and department bulletins and announcements Experience: Customer Service: 2 Years Customer Service.This includes, but is not limited to, customer-oriented telephone and email/chat. This includes the ability to respond quickly, intelligently, and courteously to customer requests and issues. Technical Support Experience: 1 year Technical Support experience, ideally in the audio & video and/or computer networking industry Skills/Abilities: Communication: Excellent verbal and written communication skills. Know how to present complex technical information to less-technical audiences, an ability to design and deliver instructional guidance is also valuable. Patience: Must have the ability to understand that dealers will have different skill levels and aptitudes, and we must work with them to resolve their issues with patience. Problem Solving: Strong analytical and problem-solving skills. Should be comfortable with proactively gathering information, evaluating options and offering good solutions Product and Technical Knowledge: Understanding both the overall URC system environment as well as the scope of the entire project containing 3rd party systems and integration. This includes things like system maintenance, connectivity and security devices, as well as specific products in use. Understanding network fundamentals. Familiarity with alternative products and the nature of the technical problems is also important. Clearly defined instruction: Knowing how to present complex technical information to less-technical audiences, an ability to design and deliver instructional guidance is also valuable. Attention to Detail: Must have the ability to be thorough and accurate by carefully reviewing work, double-checking information, catching mistakes and solving problems before they escalate Time Management: Ability to meet deadlines Adaptability & Continuous Learning: Ability to adapt to changing environments and to grow in learning as new product, modules, software and software features are rolled out Punctuality: Ability to consistently be on-time. We are a department that is customer-facing and need to make sure we are punctual and ready to work by your scheduled start time. Teamwork: Ability to work with colleagues and other departments is a must to ensure problems are being resolved in a timely fashion Resourcefulness: Ability to proactively use resources on hand to minimize troubleshooting time Job Type: Full-time Benefits: Overtime Eligible 401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Compensation package: Incentive opportunities Schedule: Monday to Friday Weekends as needed Work Location: Harrison, NY (in-person) Job Type: Full-time Job Type: Full-time Pay: From $25.96 per hour Benefits: 401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Ability to Relocate: Harrison, NY 10528: Relocate before starting work (Required) Work Location: In person