WHAT YOU'LL BE DOING:

• Provide programming and integration interfacing support for all Automate products
• Provide basic related hardware system support to assist customers to select the appropriate mechanical accessories for the use of automated products in system applications
• Identify root-cause analysis and resolve faults both remotely and at client sites if required
• Guide employees and/or clients usually over the phone to help set up systems and/or resolve issues
• Troubleshoot system and basic network problems, and/or third-party systems that are required to work with Automate products
• Expertly diagnose user/installer setup faults
• Follow diagrams and written instructions to resolve issues
• Maintain the ticketing system framework by adding new solutions to the knowledge base and logging all support calls and emails
• Facilitate and initiate to replace faulty product as required and follow up until resolved
• Record customer notes on specified CRM or company systems
• Respond within agreed time frames if issues can’t be resolved immediately
• Establish a good working relationship with b2b customers and other professional end-users
• Test, evaluate and learn about new products as required prior to product launch
• Learn about other related mechanical products that is used with Automate
• Collaborate and support other trainers, provide input and validate training content
• Observe common issues, record, report and provide feedback to relevant parties in the business to continuously improve our products
• Engage with the attributed task provided by the Product Manager and Automate Team to contribute the capabilities and future development
• Document and publish issues and solutions in the Automate Technical Support Knowledge Base
• Conduct train-the-trainer sessions for internal subject matter experts. This includes object and preparation of training materials, conducting training programs and maintaining a database of curricula, materials and training records.
• Participate in on-site customer product presentations and dealer training sessions
• Other duties as may be required from time to time; the incumbent is expected to contribute to the full extent of his/her skill and ability.

WHAT YOU SHOULD HAVE:

• Three to five years’ experience in a technical sales support/customer service role.
• Information Technology Networking or equivalent experience in a technical discipline.
• Proficient in computer system applications including MS Office 365 suite, Zoho Online CRM Suite or similar.
• A passion and aptitude for technology, i.e. experience in a similar technical role, interest, and deployment in-home control (IoT) technology, custom deployment of wired controlled systems and their configuration.
• Exhibit Company Core Values of being Customer Focused, Innovative, Action-Oriented, and Passionate
• Ability to remain patient, courteous and polite when helping customers set up, or troubleshoot systems.
• Experience configuring and commissioning devices with software and apps.
• Familiarity with control systems such as Amazon Alexa, Google Home Assistant, IFTTT, Smart Things or others.
• Experience working with wired home control systems such as Control4, Savant, Crestron, Lutron, and others, highly desired.
• Excellent interpersonal, presentation, written and oral communication, problem-solving, and organizational skills.
• Ability to work in a fast-paced, deadline focused environment.
• Ability to work independently and multi-task.