Job Description

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About This Role

If you thrive in a fast-paced environment and are looking for an opportunity to build your technical skills, join us as a Technical Support Analyst and provide technical support via telephone and email to LenelS2 customers. The purpose of this role is to retain and encourage increased business from customers by efficiently and courteously satisfying the customer’s needs on an ongoing basis.

Key Responsibilities:

• Answer incoming phone calls, emails, and other inquiries into the LenelS2 Technical Support Center.
• Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes. This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.
• Work with other departments as necessary to ensure customer inquiries, issues and problems are addressed timely and effectively.
• Utilize internal tools (ticketing system, KBs ect) to research problems for known and existing solutions.
• Follow documented processes to ensure callers are certified and support contract is up to date per Policy
• Assist with testing on new/existing products.
• Work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels.
• Perform all other duties as assigned
• May be required to provided 24x7 support, compensation would be provided, or non-standard shifts.

Required Qualifications:

• High school diploma or GED
• 2+ years of experience in customer service and/or technical help desk

Preferred Qualifications:

• Exceptional follow through
• Excellent listening, verbal, and written communication skills
• Excellent interpersonal skills, ability to communicate/collaborate well with customers, peers, management, and other departments
• Must have the ability to multitask and work independently
• Must be detailed oriented
• Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills
• Ability to meet tight deadlines and adapt to change
• Team player – ability to work on cross functional teams
• Bi-Lingual English, Spanish, French and Portuguese proficiency a plus
• Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA

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