Product Support Escalation Team Member

Job Description

Job Description

Company Description

As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all.

As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and guarantees the excellence of our solutions.

We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

SOMFY® is the leading global manufacturer of strong, quiet motors with electronic and app controls for interior window coverings and exterior solar protections. Over 270 million users worldwide enjoy the more than 170 million motors produced by Somfy. During the past 50 years, Somfy engineers have designed products for both the commercial and residential markets to motorize window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens and projection screens. Somfy motorization systems are easily integrated with security, HVAC and lighting systems providing total home or building automation.

Technical Support Escalation Team Member will have a focus on supporting motorized products and controls. including interior and exterior. products including shades, awning automatic gate systems, bollards, pergolas.

Motorized access control solutions such as gate openers, garage door openers, traffic and safety bollards, BFT brand products—a recognized leader in gate automation and access control solutions. This role is responsible for providing expert-level technical support. Assisting customers, installers, and partners with the installation, operation, and troubleshooting of our products.

In addition to the above stated interactions a Technical Support Escalation Team Member will also have responsibilities related to receiving and initializing escalations.

• Accept incoming live escalation from first contact agents.
• Execute escalation to the Technical Services team per defined SOP guidelines.
• Technical support & internal product support by phone, emails, and web cases through Salesforce
• Provide step-by-step instructions to fix technological issues
• Access instruction manuals to help users utilize their software or hardware properly
• Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
• Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
• Accurately gather and record customer information, issues, and solutions using Salesforce and other software
• Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
• Work with Technical Support manager to ensure and find solutions to more complex issues
• Perform other duties assigned by the Technical Support Manager such as SOP documentation, process creation, Salesforce reporting, and other internal and external projects.

• Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
• Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
• Proven experience with problem solving skills to deliver highest level of service excellence
• Ability to work both independently and as part of a best-in-class team
• Self- motivated, ability to thrive in a fast- moving, and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
• Ability to multi-task, prioritize and manage time effectively
• Strong phone skills and active listening
• Accept constructive criticism and customer feedback regarding their experience
• Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
• Knowledge of communication protocols is an asset (RS485, RS232, Zigbee, etc.)
• Experience with CRM systems and practices (Salesforce, SAP)
• Bilingual Spanish and English preferred
• College or Bachelor’s degree and/ or proven career path to excellence in customer support
• Experience in a product technical support role.
• Tech savvy (Android, IOS, Smart Home Technology)
• Proficiency in Windows and Office 365 suite

• $55-$65k salary range commensurate with experience
• 9-hour standard business hours (including 1 hour lunch), Monday through Friday
• Hybrid work model (Tuesday through Thursday in the office)
• Work with BFT and Somfy, two globally recognized brands in automation and smart control solutions.
• Gain expertise in innovative access control and automation technologies.
• Opportunities for professional growth and training in a fast-evolving industry.
• A collaborative and supportive work environment focused on technical excellence and customer satisfaction.
• We offer a competitive salary commensurate with experience.
• We offer a full corporate benefits package, including a variety of options for our health plan. Dental, vision,401k with a matching program, generous PTO and sick time, an employee fitness program, and more.

All your information will be kept confidential according to EEO guidelines.

The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.