Level I/ Tech Support |
| Location: | Draper, UT |
| Salary Range: | DOE |
| Employment Type: | Full Time |
| Employer: | Control4 |
| Description: | Control4 has an immediate need for a Level 1 Technician to provide telephone support to Control4 custom integrators. The successful candidate will possess excellent verbal, written, and phone communication skills; will have professional install and configuration experience in the Residential Custom Audio/Video channel.
The selected candidate will have an advanced knowledge of Audio/Video equipment, low voltage wiring, high voltage wiring, and networking. Experience with automation products is a plus.
POSITION DESCRIPTION SUMMARY:
Provide technical support via the phone to Control4 authorized dealers, increase customer satisfaction and facilitate the achievement of corporate strategic and tactical goals.
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| Duties: | ITEMIZED DESCRIPTION OF DUTIES:
�Answer inbound dealer support calls.
�Validate and author defect reports on issues found.
�Enter RMAs.
�Forum monitoring.
�Document creation for dealer self-help knowledgebase.
�Field incoming calls from and provide technical support to Control4 authorized dealers.
�Other duties as assigned.
NEEDED SKILLS AND EXPERIENCE:
�Professional Audio/Video install experience.
�Distributed Audio/Video experience.
�Exceptional communication skills; Verbal, Written, Phone
�Home Security experience a plus
�Ability to work in a cubical for long hours and possible overtime
�Proficient in Microsoft Word, Excel, and Outlook
�2 years industry experience or equivalent experience.
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| Qualifications: | MINIMUM QUALIFICATIONS:
�High School diploma or equivalent.
�Excellent verbal communication and phone skills.
�Some background in audio video equipment, low voltage wiring, high voltage wiring, and computer networking.
ON-RAMPING TASKS & OBJECTIVES (First 30 Days)
�4 day control4 certification Training.
�2-3 weeks of mentor based training, side-by side.
�Understanding and demonstrated working knowledge of all job related software, processes, and procedures.
�Taking Support Calls solo.
INITIAL CORE OBJECTIVES (Next 90 Days)
�Reach 15 Support calls a day
�Study Knowledgebase
�Study Forums
�Create strategic goals with Supervisor
SEMI-ANNUAL KEY OBJECTIVES (Next 6 Months)
�15-20 support calls a day with a daily accumulated call wrap up time less than 1 hour 40 min.
�Light Forum Participation.
�Light participation in Support Knowledgebase.
�Light participation in Defect authoring.
�Other special projects as assigned.
Additional Information
This is a full-time salaried position scheduled to work at our Draper office during the regular business hours of 8:00 a.m. � 5:00 p.m., Monday � Friday.
All applicant must apply online through our career page at :
http://www.smartrecruiters.com/control4/668644-tech-support-level-1
We look forward to receiving your application!
All your information will be kept confidential according to EEO guidelines.
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