Troy, MI, US, 48083

POSITION OVERVIEW
dormakaba is seeking a Technical Support Representative to join our Support team in the Troy, MI area. This role will be responsible for providing customers with technical support for their hotel door lock hardware and software by performing a diagnosis while guiding users through step-by-step solutions. This person is also responsible for issuing authorization for product returns.
This position includes a competitive benefits package. Please visit our career site for more information on benefits.
PRIMARY DUTIES

• Answers inbound calls and emails
• Troubleshoots customer issues related to hardware and software by evaluating and analyzing the symptoms
• Resolves technical hardware and software issues
• Identifies and escalates priority issues
• Accurately enters customer queries into company database
• Issues RMA’s (Return Material Authorization) for product repair/evaluation
• Stays up to date on product knowledge and processes

REQUIREMENTS

• Associates degree or equivalent in electronics, computer science or relevant experience
• Minimum 1-year experience in customer service and technical support, in call center
• Ability to be on the on-call rotation team (off hours-emergency support)
• Excellent communication skills in English, Spanish is an asset preferred
• Proficiency with the MS Office suite
• Organized, Multi tasks & call control skills
• Strong Customer Service orientation

CRITICAL SUCCESS FACTORS

• Team player and strong collaborator
• Problem solver (always brings solutions, enjoys challenges)
• Dependable (reliable and follows through on commitments)
• Continuous improvement/innovative mindset (always looking for better ways of doing things and not satisfied with the status quo)

WE OFFER

• Taking Care of our Employees on Day One with Medical, Dental, Vision, Life and Disability Insurance coverage options. No waiting periods!
• Your health is our priority, we offer Medical Wellness Programs to aid in your well-being.
• Vacation and Personal Time Off
• We support your growing family; we provide Parental Leave for Moms and Dads!
• Wisely plan for your future with our 401k Matching plan beginning on Day One.
• Supporting your career development with our Tuition Reimbursement Program.
• Robust culture supporting internal advancement with our Learn and Grow Program.
• Discover your best attributes using CliftonStrengths to pave the way for success at dormakaba.
• 24/7 access to over 15,000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.
• Employee Assistance Programs
• Voluntary Legal Insurance
• Unlimited Referral Reward Bonuses
• Corporate Discounts for shopping, travel and more!

WHY JOIN DORMAKABA?
Our work is IMPORTANT. YOU are important. At schools and universities, in stadiums, airports, hospitals and workplaces. We provide safety, security, and sustainability, allowing people to move seamlessly and shape their lives the way they want. EVERY team member contributes to our mission and can make a positive difference. Our culture focuses on Growing the Business, Growing Together and Growing Ourselves. We are a global company with more than 16,000 employees worldwide giving you endless opportunities for growth and advancement.
#LI-MA1
dormakaba USA Inc.

Job Type: Full-time

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