Support Technician -- Tier 2 / Pro

As a Support Technician -- Tier 2 at Savant Systems, your primary responsibilities will include providing high-quality customer service and technical support to Pro clients. You will handle service inquiries via multiple channels such as chat, email, and phone, ensuring that customer issues are resolved efficiently. Additionally, you’ll be tasked with leveraging technical documentation and training to guide your support efforts. Mentoring junior team members and maintaining detailed records of customer interactions in our CRM will also be critical parts of your role.

To succeed as a Support Technician -- Tier 2 at Savant Systems, candidates should possess a minimum of a high school diploma or GED and have two years of related technical support experience, either in-person or remote. Familiarity with smart home technology, basic A/V routing, and electrical troubleshooting is strongly preferred. Additionally, experience using Salesforce or similar CRM systems is highly beneficial. Strong communication skills and an empathetic approach to customer engagement are essential.

Upon accepting a position as a Support Technician -- Tier 2 at Savant Systems, you can expect to undergo comprehensive training to empower you with the necessary skills and knowledge. This training will cover our products, service protocols, and interaction techniques to enhance customer support. Additionally, ongoing training opportunities will be available to help you refine your skills and stay updated on the latest industry trends.

At Savant Systems, Support Technicians -- Tier 2 work in a collaborative and supportive environment, whether in-person at our Barnstable office or remotely. The role involves engaging with customers while maintaining a structured workflow via various communication tools like Slack and email. You will enjoy a workplace culture that emphasizes open communication, teamwork, and ongoing support, as well as opportunities for personal development and career growth.

As a Support Technician -- Tier 2 at Savant Systems, you will enjoy competitive compensation starting at $24.00 per hour, along with an array of benefits that take effect on your first day. These include medical and dental insurance, a vision plan, pet insurance, flexible spending accounts, and 401(k) with employer matching. Additionally, you'll receive 12 paid holidays, providing a healthy work-life balance.

When dealing with a difficult customer, it's important to approach the situation with empathy and patience. Begin by actively listening to their concerns without interruption. Acknowledge their feelings and express understanding. Assure them that you are there to help. Use your knowledge and resources to provide a solution, and follow up to ensure satisfaction. Demonstrating strong communication skills and a calm demeanor can turn a negative experience into a positive one.

In your response, highlight any relevant experience you have with smart home systems or related technologies. Discuss specific products you’ve worked with, such as smart hubs or home automation systems, and describe tasks you accomplished, including troubleshooting and customer support. Mention any formal training or certifications that enhance your credibility in this field.

Organization is key when managing multiple support requests. I maintain an up-to-date task list and utilize CRM systems like Salesforce to track interactions and set reminders. Prioritizing urgent issues while effectively documenting all conversations ensures no details are missed. Implementing a methodical approach allows me to provide timely assistance without compromising the quality of service.

Technical documentation is critical in my support process. It serves as a key resource for troubleshooting and enables me to deliver accurate information to customers efficiently. I reference documentation to understand product functionalities and derive solutions. Additionally, I contribute by updating documentation based on new information or common issues, ensuring it remains an effective tool for my team.

Provide a detailed example where you successfully assisted a customer with a technical problem. Explain the issue, the steps you took to diagnose it, and how you guided the customer to resolve the matter. Focus on the skills you used, such as communication, empathy, and technical knowledge, to illustrate your problem-solving capabilities.

Staying current in the smart home technology field is essential. I follow industry blogs, participate in forums, and attend webinars to keep abreast of new products and trends. Networking with professionals in the field also helps to gain insights into customer needs and emerging technologies. Continuous learning through online courses ensures that I am knowledgeable about the latest advancements.

To deliver exceptional customer service, I focus on clear communication, patience, and a solution-oriented mindset. I actively listen to customers’ needs, ensuring they feel valued. I strive to personalize interactions, creating rapport and trust. Keeping customers informed during the troubleshooting process and following up to ensure resolution are additional strategies I employ to enhance the customer experience.

I've primarily worked with Salesforce for customer relationship management, utilizing its features to track customer interactions, manage support tickets, and document solutions. I’m comfortable navigating CRM tools and employing data analytics to identify trends in customer issues. My proficiency enables me to provide informed and efficient assistance, maximizing customer satisfaction.

Express your enthusiasm for the position by highlighting how Savant's focus on innovative home automation aligns with your interests. Mention your desire to work in an environment that values technological advancement as well as customer satisfaction. Your admiration for Savant’s commitment to sustainability and energy solutions further illustrates your motivation to join the team and contribute effectively.

When prioritizing tasks, I assess each request based on urgency and impact on the customer experience. Immediate issues that disrupt service or severely affect customers take precedence. I categorize support requests and address them systematically, maintaining a focus on time-sensitive matters while ensuring that all customers receive timely and effective support.