Technical Support Specialist 1

Embrace a career with purpose at Nice North America, a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating A World Without Barriers, we develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to achieve our mission of Simplifying Everyday Movements.

Headquartered in Carlsbad, CA, with several R&D and manufacturing centers and offices throughout the region, Nice is committed to innovation that enhances everyday life. Our team thrives in an environment that fosters continuous learning and professional growth where youll collaborate with talented and dynamic individuals every day to create groundbreaking solutions. And, as a global leader, we offer award-winning sales and marketing programs, technical support, and CEU training to the industrys top partners.

Our commitment extends beyond technology development; we also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes. A philanthropic endeavor that truly embodies our corporate mission.

Summary :

The Tech Support Specialist 1 is responsible for providing post-sales support to customers via phone or email. This role handles inbound calls from customers, field service professionals, and internal departments requiring technical assistance on Nice Security and Audio / Power product lines. It is not an IT position. The role also involves supporting the internal technical support team through training, creating / reviewing knowledge base content, and backing up the team lead when needed. The ideal candidate is a superior troubleshooter, skilled in diagnosing, resolving problems, equipment configuration, installation, and design of high-end Security System and Audio / Power products. Responsibilities also include initiating and processing return claims.

Location : Fully onsite in Carlsbad, CA

Schedule : Tuesday-Saturday, 7 : 00 AM to 3 : 30 PM PST

Hourly Range : $22.00 to $27.00, depending on experience

Primary Responsibilities :

• Provide front-line technical support via telephone, email, and live chat to customers, field service professionals, and internal departments. This includes troubleshooting product and installation issues and answering procedural questions.
• Support Dealers with product-related design assistance and installation troubleshooting.
• Act as a technical brand champion and contact point for sales and field escalations.
• Coordinate with Support Supervisors, Managers, or Directors for process exceptions.
• Provide feedback on product issues to management.
• Reproduce and confirm product defects, reporting them to the Technical Support Supervisor.
• Enhance technical knowledge through reviewing knowledge bases and escalated cases weekly.
• Attend training sessions as scheduled.
• Demonstrate extensive knowledge of Nice North America products, systems, and troubleshooting processes.
• Evaluate situations where standard procedures fail and isolate or fix problems.
• Track and report on product failure trends.
• Stay updated on procedures, policies, and processes through technical training.
• Follow established procedures and maintain department standards.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities :

Physical Requirements :

Working Conditions :

Disclaimer : The above outlines the essential functions but is not exhaustive of all duties. Employees may perform other tasks as needed.

Equal Opportunity Employer. For rights information, see the Know Your Rights notice from the Department of Labor.

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