Technical Support Representative Tier 3

Our client employs cutting-edge technology to deliver services to their facilities and customers.

The Technical Support Level 3 representative assists our clients. The candidate must have skills and experiences relevant to troubleshooting software remotely, wireless network comprehension, network security, smart homes, industrial automation systems, wireless routers, and IoT devices.

Essential Functions:

- Provide tier 3 technical support to clients' facilities, ensuring timely resolution through various communication tools.
- Resolve incidents and technical issues efficiently and promptly by generating probing questions.
- Coordinate and collaborate with other internal teams to ensure the resolution of problems.
- Identify improvement opportunities and propose innovative solutions.
- Ensure customer satisfaction through the delivery of quality service.
- Ability to troubleshoot equipment (controllers, thermostats, refrigeration, and zone sensors) and communication ports, confirming correct wiring by site, and identifying dig switches.

Qualifications:

- Previous experience in technical support levels 1 or 2.
- Desire experience on electrical background (air conditioner systems, heating systems, cooling refrigeration systems)
- Ability to troubleshoot software remotely
- Wireless network comprehension and network security
- Experience or knowledge of smart homes and/or industrial automation systems.
- Desire experience in wireless routers, or related device
- Comprehension and interpretation of data and reports.
- Comprehension and knowledge on microcontrollers or appliance sensors using IoT devices.
- Understanding programming languages such as Python, Java, C++, or JavaScript
- Previous experience handling online work orders via CRMs, such as Salesforce