Nice Group
Company Overview
Nice North America is a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating a World Without Barriers, we develop cutting‑edge solutions for smart home control, security, door and gate automation, access control, and more to simplify everyday movements.
Job Title Tech Support Specialist 1
Base Pay Range $22.00/yr - $27.00/yr
Location Fully onsite in Carlsbad, CA
Schedule Tuesday-Saturday, 7:30 AM to 4:00 PM PST
Primary Responsibilities
Provide front‑line technical support via telephone, email and live chat to customers, field service professionals, and internal departments.
Provide Technical Support for control products via telephone & email for ELAN Dealers.
Support Dealers with product related design assistance and installation troubleshooting.
Act as a technical brand champion and point of contact for sales and field escalations within these brands.
Reach out to the Technical Support Supervisors, Manager and/or Director when a process exception needs to be made.
Provide feedback regarding problems with existing products to Technical Support management.
Responsible for reproducing/confirming product defects and reporting such defects to the product line’s Technical Support Supervisor.
Work continuously to increase technical support product knowledge by reviewing knowledge bases and escalated cases on a weekly basis.
Attend training classes on a monthly/as‑required basis.
Demonstrate an extensive knowledge of Nice North America products, systems, services and installation/troubleshooting processes.
Assess and respond to situations where standard procedures have failed in isolating or fixing problem equipment.
Track and report trends related to product failure.
Stay up to date on all processes, procedures and policies by completing required technical training provided by Nice North America.
Understand, support and execute all work in the established procedures, methods and working requirements.
Implement and maintain department policies and standards.
Perform any other related duties as required or assigned.
Knowledge, Skills and Abilities
High‑school diploma required; Associate degree or equivalent two‑year college degree preferred.
1-2 years of experience handling heavy inbound call volume in a technical support call center environment troubleshooting customer issues required. Field tech/installation experience highly desired.
Experience with residential automation platforms and products such as ELAN, Control4, Savant, Lutron, Crestron, Extron, AMX highly preferred.
Experience in commercial Audio Visual products like amplifiers, speakers, and network switches a plus.
Customer service experience in a commercial or retail environment a plus.
URC, RTI programming a plus.
Must have excellent customer service skills with a high level of patience in dealing with a wide variety of customers.
Strong technical knowledge of security systems, access systems, home automation systems, or health/wellness products including procedures, programming, and equipment is highly desired.
Strong knowledge of and familiarity with computers, Microsoft Windows and Office applications.
Ability to visualize customer’s environment to effectively troubleshoot products and create solutions.
Ability to regularly learn new software and hardware systems.
Ability to follow detailed technical instructions.
Ability to explain technical information clearly to customers.
Ability to write clear and concise emails and support case notes.
Ability to practice patience especially when working with new dealers (all brands) and consumers.
Demonstrate ability to understand the totality of a system.
Ask qualifying questions to identify failure points.
Strong written communication and verbal skills.
Proven ability to multi‑task, set project priorities, establish department/discipline goals and objectives for self.
Strong attention to detail.
Positive attitude, self‑motivated and eager to succeed.
Physical Requirements
Required to sit, talk or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard.
Manual dexterity suitable for use of utilizing a computer.
Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting.
Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation.
Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation.
Light to moderate lifting.
Working Conditions
Must be comfortable working in an office environment to include moderate noise levels.
The working area is primarily in an open office setting with reasonable lighting and controlled temperatures.
Disclaimer The above statements reflect the general details considered necessary to decide the principal functions of the job identified, and shall not be construed as a detailed description of all work requirements that may be inherent in the job. Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.
#J-18808-Ljbffr
Job Title Tech Support Specialist 1
Base Pay Range $22.00/yr - $27.00/yr
Location Fully onsite in Carlsbad, CA
Schedule Tuesday-Saturday, 7:30 AM to 4:00 PM PST
Primary Responsibilities
Provide front‑line technical support via telephone, email and live chat to customers, field service professionals, and internal departments.
Provide Technical Support for control products via telephone & email for ELAN Dealers.
Support Dealers with product related design assistance and installation troubleshooting.
Act as a technical brand champion and point of contact for sales and field escalations within these brands.
Reach out to the Technical Support Supervisors, Manager and/or Director when a process exception needs to be made.
Provide feedback regarding problems with existing products to Technical Support management.
Responsible for reproducing/confirming product defects and reporting such defects to the product line’s Technical Support Supervisor.
Work continuously to increase technical support product knowledge by reviewing knowledge bases and escalated cases on a weekly basis.
Attend training classes on a monthly/as‑required basis.
Demonstrate an extensive knowledge of Nice North America products, systems, services and installation/troubleshooting processes.
Assess and respond to situations where standard procedures have failed in isolating or fixing problem equipment.
Track and report trends related to product failure.
Stay up to date on all processes, procedures and policies by completing required technical training provided by Nice North America.
Understand, support and execute all work in the established procedures, methods and working requirements.
Implement and maintain department policies and standards.
Perform any other related duties as required or assigned.
Knowledge, Skills and Abilities
High‑school diploma required; Associate degree or equivalent two‑year college degree preferred.
1-2 years of experience handling heavy inbound call volume in a technical support call center environment troubleshooting customer issues required. Field tech/installation experience highly desired.
Experience with residential automation platforms and products such as ELAN, Control4, Savant, Lutron, Crestron, Extron, AMX highly preferred.
Experience in commercial Audio Visual products like amplifiers, speakers, and network switches a plus.
Customer service experience in a commercial or retail environment a plus.
URC, RTI programming a plus.
Must have excellent customer service skills with a high level of patience in dealing with a wide variety of customers.
Strong technical knowledge of security systems, access systems, home automation systems, or health/wellness products including procedures, programming, and equipment is highly desired.
Strong knowledge of and familiarity with computers, Microsoft Windows and Office applications.
Ability to visualize customer’s environment to effectively troubleshoot products and create solutions.
Ability to regularly learn new software and hardware systems.
Ability to follow detailed technical instructions.
Ability to explain technical information clearly to customers.
Ability to write clear and concise emails and support case notes.
Ability to practice patience especially when working with new dealers (all brands) and consumers.
Demonstrate ability to understand the totality of a system.
Ask qualifying questions to identify failure points.
Strong written communication and verbal skills.
Proven ability to multi‑task, set project priorities, establish department/discipline goals and objectives for self.
Strong attention to detail.
Positive attitude, self‑motivated and eager to succeed.
Physical Requirements
Required to sit, talk or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard.
Manual dexterity suitable for use of utilizing a computer.
Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting.
Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation.
Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation.
Light to moderate lifting.
Working Conditions
Must be comfortable working in an office environment to include moderate noise levels.
The working area is primarily in an open office setting with reasonable lighting and controlled temperatures.
Disclaimer The above statements reflect the general details considered necessary to decide the principal functions of the job identified, and shall not be construed as a detailed description of all work requirements that may be inherent in the job. Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.
#J-18808-Ljbffr