Customer Support Specialist (Resolution/Problem Solver)

Job Title: Customer Support Specialist (Resolution/Problem Solver)

Pay Rate: $25/Hr - $30/Hr

Duration: 9 Months

Location: Buffalo Grove, IL

Shift: 8 AM - 5 PM

This position is for the Building Automation division.

We are looking for a Customer Support Specialist (Resolution/Problem Solver).

We offer a variety of products and services for buildings, including:

• Systems that connect HVAC, lighting, shades, safety, security, and fire systems.
• HVAC solutions for improved comfort, energy savings, and IAQ.
• Fire safety products, systems, and solutions, including detection, alarm, evacuation, and extinguishing.
• Smart building technologies, applications, and services to help customers achieve their goals.

Responsibilities:

• Fields all incoming technical support requests into the field Support department and is accountable for resolving product information requests and product problem/solution requests.
• Accountable for support requests related to product information and product problems that are documented.
• May escalate more difficult support requests to Field Support Engineers.
• Log all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.
• Complete company-designated training courses for positions to enhance work performance and career development
• Participates in special projects to increase the incumbent's role and technical abilities.

Requirements:

• High School diploma or equivalent
• Excellent communication, conflict resolution, and problem-solving skills
• High understanding of customer satisfaction and service orientation
• Technical support for building automation/HVAC such as Fire Alarms, Security Systems, Control Panels, Windows servers, networking, or similar R&D/Engineering products support.

Preferred Skills

• Bachelor’s degree in Hardware or Software Engineering or Computer Science or equivalent related experience is preferred
• Proficiency with Microsoft Windows operating system and computer networking is a plus.