Lead Phone Support Technician
Applied Resource Group is actively seeking Lead Phone Support Technician for a direct hire position for one of our Chatsworth, CA clients. We are looking for a team player who is a proven self-starter, has the ability and drive to learn new products, and can assist our customers by phone and email, all while leading and supervising a team of peers. During the initial training period of 2-4 months weekly travel to our client's branch locations in Georgia and Connecticut is expected: ongoing travel will be infrequent (less than 10%). This position will be under general supervision from direct management.
Experience leading a team based support environment
Self-motivated and detail oriented.
Able to promptly and concisely answer support related email and phone calls.
Experience with line and low voltage electricity and wiring.
Experience with digital networked devices.
Great communication and people skills.
A background with digital lighting controls is a plus.
JOB DUTIES & RESPONSIBILITIES
The Lead Phone Support Technician will provide multi-brand support for lighting controls systems to end users, contractors, engineers, field technicians, and others.
Support includes, but is not limited to, programming new startups, reprogramming existing lighting controls systems to updated schedules, troubleshooting and repairing malfunctioning systems, remote hardware troubleshooting and replacement in order to restore functionality.
The leadership portion of the role is directing and facilitating the daily work of other phone techs and to be a second level technical escalation point.
The position will have no direct reports, but will be in a leadership position and expected to lead by example and influence.
It is a desk based job and will spend most of the day on the phone or emailing customers and working with fellow employees.
Sometimes there will be light lifting involved in the job including moving small equipment boxes, parts, and components, etc., so smart casual dress is the norm.
Direct the daily work of other tech center employees in Chatsworth, CA. Day to day oversight would include ensuring calls are answered in a timely manner, emails are monitored and worked, documentation procedures are followed, and to serve as a second level technical resource.
As a working lead, direct front line support is also expected. This includes but is not limited to remote phone technical support, programming new lighting controls start ups, reprograming existing systems, troubleshooting and repairing malfunctioning systems, remote hardware troubleshooting replacement.
Capture of data in proper format as directed. This includes, but is not limited to, specific product or troubleshooting answers into a knowledge base, daily work tracking, statistics and metrics tracking, customer surveys, and lighting controls database maintenance.
Basic administrative duties, including creating demands for in and out of warranty product replacement.
Other duties as assigned.
Keywords: Technical Phone Support, Lighting Design, Engineering, Lighting Technician, Lighting Controls, Help Desk, Fire Alarm, Security Systems.
About Applied Resource Group
Applied Resource Group, headquartered in Atlanta, GA, is a full service IT consulting and solutions organization specializing in Application Development, Enterprise Resource Planning, and IT Infrastructure. Our solutions include IT Consulting, Outsourcing, Recruiting, and Staffing. At Applied we understand that organizations are built upon the talented individuals that comprise them and we embrace the diverse candidates that contribute to our success. Our goal is to help you achieve that success by documenting your needs to help you achieve your career goals. Contact us today to speak with one of our talented Account Executives which serve as your recruiting contact to build one-on-one relationships, offering personalized attention and career guidance. At Applied our goal is your success.
Applied Resource Group - 10 months ago