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RDC Technical Support Representative

In Wisconsin / United States

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RDC Technical Support Representative   

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JOB TITLE:

RDC Technical Support Representative

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Milwaukee Wisconsin / United States

JOB DESCRIPTION:

RESPONSIBILITY LEVEL:

Works independently with minimal direction. Collaborates to develop approach to
solving problems. Acts as part of a team responsible for ensuring customers are rapidly
on boarded, trained, and successfully deriving value from the Connected Offerings
products and services. This individual will take proactive action to ensure satisfied
customers that result in a high level of account retention, user penetration, and
increased revenue through consultation on additional products and services. This role is
a demanding role that requires exceptional analytical, customer relationship, account
management, inside sales, consulting, and HVAC technology skills. This role requires a
high degree of professionalism and will interact with multiple internal departments as
well as multiple levels within the customer’s organization including Managers, Directors,
and Vice Presidents. The role also requires somebody already possessing knowledge
on networking and commissioning mainly related to gateways, modems and server.
PRINCIPAL DUTIES:
1. Acts a subject matter expert of Connected Offering products, features, and
functionalities; regularly updates knowledge and functional understanding of the
platforms and applications.
2. Conducts web and teleconferences to train new and existing users in customer facing
products or tools.
3. Interfaces with internal and external customers, operation teams and account/branch
resources throughout the customer’s subscription.
4. Provides ongoing consultative support and detailed instructions to users through
telephone, e-mail, and Salesforce.
5. Provides and facilitates expert knowledge to the customer on Johnson Controls
product and service capabilities.
6. Independently takes action and responds timely to adoption, utilization, customer
satisfaction.
7. Remains persistent with the customers to ensure they are maximizing product
features, realizing value and increasing their ROI from their Connected Offerings
applications
8. Prioritizes and focuses efforts with customers providing on-going training and
consultation to maximize customer satisfaction, identify growth potential, and achieve
timely renewals
9. Collaborates with the support team to triage and support complex customer issues.
10. Logs all customer contacts accurately in Salesforce maintaining an accurate history
for each customer interaction; assumes ownership of cases and tracks to final
resolution.
11. Studies and masters assigned additional coursework and areas of knowledge as
assigned by the Customer Support management team to further enrich expertise and
delivery of Customer Success Center services.
12. Adheres to department processes and quality standards as documented
13. Assists in identifying and recovering at-risk customers and accounts.
14. Works closely with the support team to identify and share knowledge to the greater
team on critical technical challenges being discovered, analyzed and resolved from the
field as the result of site installations.
15. Delivers additional value add services to customers and ensures adherence to
defined exhibits, SLAs, and SOWs.
16. As assigned, may support sales efforts with customers by participating in advanced
or complex sales presentations, discussions or demonstrations.
17. Handles complex customer service issues that that may require in-depth diagnosis
and resolution; works collaboratively with multiple stakeholders to help articulate and
resolve customer inquiries. Document all findings and resolution within Salesforce.
Requirements/Qualifications
1. 2-3 years previous Engineering Support, Technical Support, Technical Sales, Consulting,
Technical Customer Service.
2. A good knowledge of networking required, connectivity of modem, connectivity of
gateways, understanding troubleshooting of networks and network traffic.
3. Good understanding of cybersecurity practices, mainly with respect to edge hardware
and cloud vulnerability testing would be add on.
4. Associates Degree in Business, Marketing, or related technical disciplines or equivalent
experience in any of the following;
a. Military duty with responsibilities focused in the HVAC systems engineering or service
industry – minimum 2 years
b. HVAC systems or controls service industry – minimum 2 years.
5. Experience meeting customer satisfaction results, customer objectives and goals.
6. Strong team player, positive attitude, works well with groups, offers and receives constructive
criticism.
7. Strong business communication and organization skills including ability to read, analyze, and
interpret client support requests and write business correspondence.
8. Ability to work independently and self-motivate.
9. Strong multitasking skills.
10. Public speaking skills and ability to lead and organize user group sessions or round
table environments, including ability to effectively present information and respond to
questions from groups of clients.
11. Strong analytical skills and ability to creatively solve problems and improve processes.
12. Knowledge and proficiency in Word, PowerPoint, Excel, internet software, salesforce,
webinars, and multi-media.
13. Excellent verbal and written skill in the language native to the region being supported

Position Details

POSTED:

Apr 20, 2022

EMPLOYMENT:

INDUSTRY:

Information Technology (IT)

SNAPRECRUIT ID:

S16438320088986

LOCATION:

Wisconsin / United States

CITY:

Milwaukee

Job Origin:

Jobsrus_organic_feed

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

RDC Technical Support Representative    Apply

Click on the below icons to share this job to Linkedin, Twitter!

RESPONSIBILITY LEVEL:

Works independently with minimal direction. Collaborates to develop approach to
solving problems. Acts as part of a team responsible for ensuring customers are rapidly
on boarded, trained, and successfully deriving value from the Connected Offerings
products and services. This individual will take proactive action to ensure satisfied
customers that result in a high level of account retention, user penetration, and
increased revenue through consultation on additional products and services. This role is
a demanding role that requires exceptional analytical, customer relationship, account
management, inside sales, consulting, and HVAC technology skills. This role requires a
high degree of professionalism and will interact with multiple internal departments as
well as multiple levels within the customer’s organization including Managers, Directors,
and Vice Presidents. The role also requires somebody already possessing knowledge
on networking and commissioning mainly related to gateways, modems and server.
PRINCIPAL DUTIES:
1. Acts a subject matter expert of Connected Offering products, features, and
functionalities; regularly updates knowledge and functional understanding of the
platforms and applications.
2. Conducts web and teleconferences to train new and existing users in customer facing
products or tools.
3. Interfaces with internal and external customers, operation teams and account/branch
resources throughout the customer’s subscription.
4. Provides ongoing consultative support and detailed instructions to users through
telephone, e-mail, and Salesforce.
5. Provides and facilitates expert knowledge to the customer on Johnson Controls
product and service capabilities.
6. Independently takes action and responds timely to adoption, utilization, customer
satisfaction.
7. Remains persistent with the customers to ensure they are maximizing product
features, realizing value and increasing their ROI from their Connected Offerings
applications
8. Prioritizes and focuses efforts with customers providing on-going training and
consultation to maximize customer satisfaction, identify growth potential, and achieve
timely renewals
9. Collaborates with the support team to triage and support complex customer issues.
10. Logs all customer contacts accurately in Salesforce maintaining an accurate history
for each customer interaction; assumes ownership of cases and tracks to final
resolution.
11. Studies and masters assigned additional coursework and areas of knowledge as
assigned by the Customer Support management team to further enrich expertise and
delivery of Customer Success Center services.
12. Adheres to department processes and quality standards as documented
13. Assists in identifying and recovering at-risk customers and accounts.
14. Works closely with the support team to identify and share knowledge to the greater
team on critical technical challenges being discovered, analyzed and resolved from the
field as the result of site installations.
15. Delivers additional value add services to customers and ensures adherence to
defined exhibits, SLAs, and SOWs.
16. As assigned, may support sales efforts with customers by participating in advanced
or complex sales presentations, discussions or demonstrations.
17. Handles complex customer service issues that that may require in-depth diagnosis
and resolution; works collaboratively with multiple stakeholders to help articulate and
resolve customer inquiries. Document all findings and resolution within Salesforce.
Requirements/Qualifications
1. 2-3 years previous Engineering Support, Technical Support, Technical Sales, Consulting,
Technical Customer Service.
2. A good knowledge of networking required, connectivity of modem, connectivity of
gateways, understanding troubleshooting of networks and network traffic.
3. Good understanding of cybersecurity practices, mainly with respect to edge hardware
and cloud vulnerability testing would be add on.
4. Associates Degree in Business, Marketing, or related technical disciplines or equivalent
experience in any of the following;
a. Military duty with responsibilities focused in the HVAC systems engineering or service
industry – minimum 2 years
b. HVAC systems or controls service industry – minimum 2 years.
5. Experience meeting customer satisfaction results, customer objectives and goals.
6. Strong team player, positive attitude, works well with groups, offers and receives constructive
criticism.
7. Strong business communication and organization skills including ability to read, analyze, and
interpret client support requests and write business correspondence.
8. Ability to work independently and self-motivate.
9. Strong multitasking skills.
10. Public speaking skills and ability to lead and organize user group sessions or round
table environments, including ability to effectively present information and respond to
questions from groups of clients.
11. Strong analytical skills and ability to creatively solve problems and improve processes.
12. Knowledge and proficiency in Word, PowerPoint, Excel, internet software, salesforce,
webinars, and multi-media.
13. Excellent verbal and written skill in the language native to the region being supported


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