Technical Support Representative

Technical Support Representative   Location: Bradenton, FL Base Salary Rate: $71,260.00 - $83,835.00 Job type: Full-time   About This Role   This position is for a staff Production and Technical Service Representative who is under moderate supervision. Responsible for troubleshooting technical problems and issues, determining technical solutions in accordance with product and customer specifications, and recommending actions to customers, customer service representatives, sales representatives or field staff for coordinated product solution. Assists in orienting, training, and assigning work of technical/business support employees.   Key Responsibilities   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. On-call rotation after 1yr of employment  Late shift rotation, 9-6 Mon-Thurs and 8-5 Fri, after 1yr of employment    Basic Qualifications    HS Diploma or GED 3+ years’ troubleshooting, installation & service experience Candidates should ideally reside within a commuting distance (e.g., 30 miles) of our Bradenton office   Preferred Qualifications   NICET Certification  Edwards/Kidde experience, or similar product experience  Adapt to Team environment in an office setting  Self-starter and self-motivated to address customer issues if the need arises, with limited instruction  Low Voltage or Electrical background, can include Access control and Security experience  Knows what and how to use a Digital Multi-Meter  Technical Aptitude and Critical Thinking  Ability to navigate multiple tools and software to perform daily tasks  Knowledge in IT and basic concepts such as:  PC Hardware and Software troubleshooting, i.e SQL Server  Basic networking infrastructure knowledge  Cybersecurity knowledge  High Availability knowledge