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:

As a Triage Support Representative, you will be the first point of contact for our VARs and end-users during the installation and servicing phase of our access control products, video monitoring systems, and third-party integrations. Your primary responsibility will be to provide exceptional customer service by triaging all inbound technical support interactions via email, web, or telephone and inputting the data into our online CRM system. You will be part of a dynamic and capable team whose mission is to deliver an outstanding customer service experience that is critical to the LenelS2 product and brand.

Responsibilities:

• Respond to customer inquiries regarding installation, setup, programming, and ongoing maintenance of our access control (SMS) and video management (VMS) systems.
• Obtain accurate customer information and a detailed description of the problem before distributing to our front-line support engineers using excellent written communication, active listening, and verbal skills.
• Balance your existing case load while resolving data issues with new incoming cases.
• Accurately process and record interactions using case tracking software for new cases or callbacks on existing cases.
• Communicate effectively with technical support staff regarding case and call information.
• Transfer calls to other departments if needed.
• Follow guidelines for handing out cases to support personnel.
• Educate customers about the availability of website information.
• Develop basic product knowledge.

Qualifications:

• High school diploma or GED
• 1+ year of experience with basic electronic devices and computers.

Preferred Qualifications

• Bachelor’s Degree
• Natural team player who enjoys a fast-paced technical support environment.
• Willingness to work the occasional alternate shift to provide scheduled support coverage.
• Understanding of, and empathy for, the LenelS2 customers and their time.
• Positive and customer-oriented attitude with outstanding phone and email etiquette.
• Demonstrated ability to multitask and manage multiple priorities throughout the day.

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