We are looking for a customer service-oriented Help desk Support Technician to provide technical support to users in an efficient and accurate manner. You will be considered as Denizen’s Service front liner, and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company. The Help desks support technician’s primary responsibility is to provide direct support to clients and Service Coordinator to coordinate any service that can be accomplished without a scheduled on-site call. In addition, the Help Desk Support will be responsible for organizing and maintaining online remote support tools, such as OvrC and control system central management utilities.

Typical Duties and Responsibilities 

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

• Uphold Denizen's Core Values:
  • Commitment to quality,
  • Do what you say,
  • There’s always a way – Find it,
  • Leaders also let others lead,
  • and Go the distance.
• Provide first level contact and convey resolutions to customer issues.  
• Properly escalate unresolved queries to the next level of support 
• Track, route, and redirect problems to correct resources. 
• Update customer data and produce activity reports. 
• Work directly with Service Coordinator to determine remote support ability of incoming calls.
• Provide direct support to clients over the phone to walk through potential solutions and gain a better understanding of the issue.
• Utilize tools such as OvrC and Wattbox to attempt to solve issues remotely.
• Maintain and monitor accurate notifications, labeling and organization of OvrC Remote  monitoring platform.
• Maintain and monitor accurate notifications, labeling and organization of control system monitoring platforms such as Savant Central Management and the Control4 Dealer Portal.
• Provide tech support and research for in-field technicians.
• Walk customers through problem solving process. 
• Follow up with customers, provide feedback and see problems through to resolution. 
• Utilize excellent customer service skills and exceed customers’ expectations. 
• Ensure proper recording, documentation, and closure. 
• Recommended procedure modifications or improvements.  
• Preserve and grow your knowledge of help desk procedures, products, and services. 
• Proactively updates all firmware and software for clients when deemed appropriate. 

Skills and Qualifications Required 

Excellent customer service skills? 

• Exhibits Tier 2 / Tier 3 level of technical knowledge and support with technology systems. Highly meticulous and proactive individual with exceptional communication and time management abilities, capable of prioritizing and managing multiple tasks while maintaining a steadfast commitment to work quality and integrity in a dynamic and fast-paced setting. Proficiency in diverse computer software applications, notably Microsoft Office Suite (Word, Excel, Access, and Outlook). Demonstrate personal attributes of unwavering integrity, credibility, and wholehearted dedication to the company's mission and objectives. Possess a strong willingness to exceed expectations to ensure the timely and accurate completion of assignments. Always uphold a consistently professional demeanor and appearance.
• Valid Driver’s License  

Work Environment and Physical Requirements? 

This role entails direct interaction with distinguished clientele, including renowned sports personalities and prominent figures from the business world. The responsibilities associated with this position will primarily be carried out within an office setting. 

Education 

High School Diploma or equivalent. Associate degree in related field preferred 

Experience 

3+ Years as Custom Electronics Integration experience Assist in tracking and coordination of RMA items from field service.

About Denizen

It's your world. How will you live in it? Home has taken on more importance than ever, and it often means something quite different to each of us. For some, it’s a quiet refuge. For others, it’s a place of coming and going – a busy, bustling hub of family life. Maybe it’s both. Or maybe you’re simply dreaming of all that a home could be, some place new and exciting, and you’re just beginning that journey. Whatever your story is, we’re big believers that it always begins at home. And we love to show our clients a new way to truly be in their spaces, moving through each day with intention, focus and hopefully... delight. This is the spirit of what we do: to re-define what home means to you, how you reside there, how you relax, how you light up and refuel. We curate the full range of experiences your home is capable of so you can be its biggest fan – a loyal, thriving denizen of each and every room.

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