Technical Support Representative I

Entry level position, responsible for answering customer phone calls into technical support queues relating to company products and applications. Calls with customers are logged into Customer Relationship Management program. Interacts with Customer Services and Repair Services.

Essential Duties and Responsibilities include the following. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Responds to phone calls on approved Aiphone systems and records information into CRM database.
• Provides written and/or verbal specified list of equipment based on job requirements.
• Provides written and/or verbal technical information or wiring instructions based on job requirements, as requested by customer and within the guidelines set by Technical Support department.
• Provides troubleshooting assistance on systems, or product issues. Escalates calls or emails to qualified technician if not trained on system or issue in question.

Additional Responsibilities include the following.

• Assists in completing Technical Support department assignments.

Inter-relationship Relationship of position with internal, lateral, and external groups.

Interacts with co-workers as a team member.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to lift and/or move up to 20 pounds. The employee is regularly required to sit for long periods of time; walk; use hands to finger, handle, or feel; balance; bend and reach with hands and arms; and talk or hear. Occasionally required to climb ladders, stand, stoop, kneel, squat, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. For the most part, ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. Additionally, may require work in an electronics lab utilizing hand tools to wire and install Aiphone product for testing/ training purposes. Varied headquarter shifts start at 7:00AM. Cherry Hill shifts start at 8:30AM.

GENEROUS BENEFITS:

• Base salary with guaranteed bonus and performance bonus potential
• Health benefits
• Generous 401K match
• Additional benefits

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Related Experience:

• High school education or GED and completion of at least 2 years of college and/or technical equivalent.
• One-year previous work experience in customer-facing job.

REQUIRED COMPETENCIES: To perform this job successfully, an individual should have knowledge of:

• Communicates effectively both orally and in writing. Written skills include ability to type and use the PC efficiently. Must be able to talk on the phone and work on the computer simultaneously and consistently throughout the work shift.
• Ability to work with others in the office, as well as maintain a professional manner when talking with customers, whether on the phone or in person.
• Steady paced, able to work consistently with many distractions. Must be able to work within a team and independently. Must be able to maintain an organized schedule with competing priorities, executing plans within scheduled deadlines.
• Aptitude to understand technical matters and be able to learn technical information from reading manuals. Knowledge of electronics is highly beneficial.
• Proficient in Microsoft 365 (Excel, Word, PowerPoint, and SharePoint) with knowledge of standard CRM Database package and other software programs used within the company.
• Demonstrate a willingness and aptitude to adapt to changing business environments.
• Self-motivated and well-organized. Self-study and personal motivation to learn and expand knowledge on a continual basis is vital.
• Acts in ethical and professional manner at all times with colleagues, customers, and vendors, representing the highest standards of Aiphone behavior.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Is open to change and new information; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with ambiguity.