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.

The Global Security Products (GSP) group at Carrier Climate, Controls & Security develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative security products that include sophisticated software and hardware, IP solutions, wireless communications, electronic locking systems, and mobile applications. Among its leading brands are Lenel, Supra and Onity offering robust security and life safety systems, and affordable, flexible lock and key management solutions.

About this role

This position is inbound customer service providing technical support assistance for Supra electronic lockboxes and access keys. Candidates are expected to multi-task tools and screens to perform technical support assistance via telephone in an efficient and effective manner, while maintaining courteous and professional. Determine call resolution and document calls appropriately. Apply established customer satisfaction skills to resolve issues with end users providing a positive customer service experience. Follow call-handling procedures to assure uniform support within the guidelines of the department. Meet call handling, volume and productivity performance metrics. Performs other duties as required or assigned. Support of additional skillsets, projects and opportunities may be available. Attendance and punctuality are essential functions of the position. This Supra Technical Support position is located on-site in an office call center environment.

** Hours of operation of 5AM-7PM seven days a week** this is a 40 hour a week position with occasional opportunities for OT. Ideal candidates will need to be flexible with working possible early mornings and/or weekends. Attendance and punctuality are essential functions of the position. This Supra Technical Support position is located on-site in an office call center environment **

Key Responsibilities

• Take customer and agent calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Provide electronic product and application end-users with operational and technical assistance. Determine call resolution and log calls. Generate product replacement orders and troubleshoot and resolve customer technical issues.
• Provide technical support via telephone and/or email to end-users and administrators of Supra hospitality and/or commercial products and systems in a timely and effective manner while projecting a courteous and professional image.
• Develop and maintain an excellent working knowledge of electronic products, billing and collections processes, and database applications. Apply established customer satisfaction skills to resolve issues with end-users and create a positive image. Follow call-handling procedures to assure uniform support within the goals of the department.
• Meet call handling, volume, and productivity goals in an inbound call center environment.

Required Qualifications

• High School Diploma or GED
• Must be able to work a flexible shift, including weekends and evenings if needed.
• Must be able to sit and/or stand throughout an 8-hour day.
• 1+ years’ of experience with Technical Support/Call Center/or Help Desk.
• 1+ years’ of experience communicating via telephone and in-person with coworkers.

Preferred Qualifications

• PC systems knowledge required (Windows 7-10)
• Excellent listening skills and ability to assess and respond to customers’ and agents’ needs.
• Must be able to effectively communicate with customers and agents via telephone.
• Detail-oriented with the ability to keep accurate records of communication with customers and agents.
• Ability to rapidly learn and assimilate new technologies.
• Prefer typing minimum 35 WPM.

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