Technical Support Representative

Date Posted:

2023-03-10

Country:

United States of America

Location:

CABRA: Bradenton Florida 8985 Town Center Parkway, Bradenton, FL, 34202 USA

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.

Scope: As a Technical Support Representative at Edwards, you will be responsible for all aspects of providing technical support to Edwards™ customers.

Our Vision:

• Creating solutions that matter for people and our planet.

Our Values:

• Respect

• Integrity

• Inclusion

• Innovation

• Excellence

Our Culture:

• Passion for Customers

• Play to Win

• Choose Speed

• Achieve Results

• Dare to Disrupt

• Build Best Teams

ESSENTIAL FUNCTIONS:

• Provide technical support via telephone, email, or chat.

• Follow predefined procedures to identify, evaluate, solve and escalate product-related issues.

• Help to reduce technical field installation time and application errors.

• Ensure accuracy of technical information provided to customers.

• Provide timely solutions to technical field problems requiring attention to detail.

• Answer incoming phone calls regarding issues with Fire Alarm and Detection products. (Approx. 15-20 calls/day)

•  Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes.

•  Works under general supervision to provide product and technical support.

•  Responds to basic customer inquiries related to installation, modification, upgrade, maintenance, and repair of the company products or equipment purchased.

•  Troubleshoots technical problems and issues, with assistance from TSS, STSS, or TS Engineer.

• Develops a general understanding of entry-level products and troubleshooting processes.

• Completes product e-learning courses for entry-level or over-the-counter products.

• Attends any relevant instructor-led training.

Required Qualifications:

• HS Diploma or GED

• 1+ years' experience with installing or servicing commercial Fire Alarms or security products

Preferred Qualifications:

• Nicet Level I

• AS Degree

• Able to participate in an “On Call” rotation.

• Able to work in a team environment

• Able to participate in a “Late Shift” rotation. (9-6 M-Th, 8-5 Fr)

• Ability to work with limited supervision and generate results with limited instructions.

• Understanding of Ohms Law

• Proficient in the use of a DMM.

• Strong Interpersonal skills.

• Strong deductive reasoning skills.

• Familiarity with Windows Operating Systems.

• Experience working with commercial fire alarm control panels and detection products.

RSRCAR

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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