Job Description

Company Description
Somfy is the world’s largest manufacturer of motors for interior window coverings and exterior shading solutions. For more than 50 years, Somfy has designed and manufactured intelligent motorization solutions to improve everyday life. By creating safe, reliable, and sustainable solutions that support the best way of living, Somfy delivers convenient natural light management solutions for any space. With 200+ million motors produced over the last half-century, Somfy innovates to automate and connect shades, blinds, draperies, awnings, rolling shutters, and exterior screens & pergolas for commercial and residential buildings in 58 countries across the globe. For more information, visit http://www.somfysystems.com


The primary role of the Technical Support Representative is to provide support in French and English for operating and troubleshooting our products to our customers, end-users, and other professionals.

• Bilingual 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

Qualifications

• 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.)

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