Consumer Agent-Tech Support

• Barnstable, MA, USA
• Full-time

Company Description

Savant Systems, Inc., is a true powerhouse delivering unmatched intelligent lighting and smart home solutions. Together, Savant and GE Lighting, a Savant company, offer a deep and diverse portfolio of bold and easy-to-use innovations across the retail and professional channels that are engineered for every home.

Savant, a recognized leader in home control and automation, is one of the fastest-growing smart home companies in the luxury and mid-markets. Its powerful Pro technology brings climate, lighting, entertainment, security and energy together in a single, award winning application interface for homeowners.

GE Lighting, a Savant company, has been at the forefront of every major lighting innovation, from the first light bulb to industry-first LED and smart solutions along with the world’s first voice-embedded lighting product. Today it leads the North American retail lighting market as the most trusted, recommended and likely to purchase brand.

Job Summary:

The Support Agent (Consumer T1) will provide service and technical support as a member of the Consumer Technical Support department.

Duties/Responsibilities:

Provide solutions via excellent customer service and technical support, following established company practices and guidelines

Participate in company-provided training to gain necessary competencies in customer service and technical support.

Conduct service engagements through chat, phone, email, and other guided online experiences.

Leverage technical documentation, training, and industry research to perform duties.

Take detailed direction from leadership through remote communication over Slack, email, video calls, and similar services conducive to remote work.

Practice detailed database management relative to service engagements, including making specific written notes and records, and recording interactions with customers, consumers, and other business partners as assigned.

Represent the company brands with business-positive language and attitude.

Performs other related duties as assigned.

Qualifications

Required Skills/Abilities:

• Good understanding of appropriate English language style, syntax, and diction, for making service engagement notes and communicating in writing with company communication tools.
• Detail-oriented and willing follow specific processes and take specific direction.
• Empathetic communication; able to level and control difficult engagements in various customer channels (business-to-business, business-to-consumer, distribution, etc.).
• Experience and comfort with Salesforce or similar CRM.
• Experience and comfort with smart home hubs and connectivity, basic A/V routing, networking, and electrical signal path troubleshooting.
• Disciplined, in following instructions and complying with business process workflows.

Education and Experience

• High school diploma or GED minimum required.
• Two years of related experience doing remote technical support or customer service.
• Home automation industry and/or smart home product experience preferred.
• Experience with Salesforce and CRM processes preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

If working remotely, must have:

o Access to transport to a Savant office once a month for company meetings.

o Home office environment that allows for undisrupted customer service phone calls for eight hours a day.

Additional Information

GE Lighting, a Savant Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, national origin, ancestry, sex (including pregnancy), gender (including gender identity, gender nonconformity and status as a transgender or transsexual individual), age, sexual orientation, physical or mental disability, citizenship, genetic information, domestic violence victim status, past, current or prospective service in the uniformed services or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. All your information will be kept confidential according to EEO guidelines.

GE Lighting, a Savant Company does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Savant and the recruitment agency or party requesting payment of a fee.

Job Type: Full-time

Pay: $20.00 - $21.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Experience:

• Help desk: 1 year (Required)
• Mac OS: 1 year (Required)
• Technical support: 1 year (Required)

Shift availability:

• Day Shift (Preferred)

Work Location: Remote

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