Technical Support Representative

Company
The dormakaba Group is one of the top three companies in the global market for access and security solutions. The company is a single source provider of products, solutions and services related to doors and secure access to buildings and rooms. No matter where you are, if you need reliable and innovative access and security solutions, we will provide you high quality service – in hotels, shops, sports facilities, airports, hospitals, at home or in the office. Around the globe.
With over 16,000 employees worldwide (450 in Montreal), dormakaba is present in over 130 countries and has more than 150 years of experience. The dormakaba Group is headquartered in Rümlang, Switzerland, and generates annual revenues of over 3 billion dollars CAD.
dormakaba offers you a career not a job. Join us now and make a real difference in creating the next generation of products and services. Visit our website www.dormakaba.com

Position
Reporting to the Customer Service Supervisor, the incumbent will provide technical support to dormakaba's customers for their hotel door lock hardware and software by performing a diagnosis while guiding users through step-by-step solutions. This person is also responsible for issuing authorization for product returns. The Technical Support Agent must ensure calls and emails are handled in a timely manner, with the highest level of client satisfaction

Responsibilities:

• Answer inbound calls and emails
• Troubleshoot customer issues related to hardware and software by evaluating and analyzing the symptoms
• Resolve technical hardware and software issues
• Identify and escalate priority issues
• Accurately enter customer queries into company database
• Issue RMA's (Return Material Authorization) for product repair/evaluation
• Stay up-to-date on product knowledge and processes
• Be part of the on-call rotation team (off hours – Emergency support)

Job Requirements

• College degree in electronics, computer science or relevant experience
• Minimum 1-year experience in customer service and technical support, in call center
• Excellent communication skills in French and English, Spanish is an asset
• Proficiency with the MS Office suite
• Organized, Multi tasks & call control skills.
• Strong Customer Service orientation.

We offer

• A fast-growing international company
• A stimulating, fast and friendly work environment
• An opportunity to highly contribute to the success of the company
• Competitive global compensation
• Free parking and on-site cafeteria
• A 3-minute walk from Namur metro station.

dormakaba: ranked in the top 100 global tech leaders by Thomson Reuters!
https://www.thomsonreuters.com/en/products-services/technology/top-100.html