Reporting to a Technical Support Supervisor, the Technical Support Professional will be responsible for handling customer technical inquiries via phone, chat, and email. This role requires a proactive, self-sufficient problem solver who thrives on taking ownership of issues and is excited by complex challenges. The ideal candidate will foster strong partnerships with our customers, viewing them as collaborators in success. They should be comfortable working in a fast-paced, goal-driven environment while embracing personal accountability for delivering high-quality solutions. The Technical Support Professional will establish a clear point of resolution for every technical inquiry, using creative thinking and teamwork to drive results. A passion for emerging technologies and a commitment to building long-term relationships with our customers is key to excelling in this position.JOB DUTIES:Serve as an active member of a high-performing technical support team, providing field product support for ADI customers via phone, email, and chat.Answer customer technical inquiries that can be highly complex, ensuring clear and effective communication.Listen attentively to customer needs and concerns, ensuring a customer-first approach.Provide amazing customer service experiences that exceed customer expectations.Provide detailed feedback on product issues by writing bug reports and documenting cases related to customer concerns and technical challenges.Help other team members by contributing to knowledge articles and shared resources, fostering a collaborative work environment.Participate in product beta testing and provide valuable feedback.YOU MUST HAVE:1+ Year Customer Service ExperienceAbility to show technical aptitude and troubleshootingPrior experience with advanced usage of the English language inclusive of written and verbal communication.Interest in the technical industry and products (IoT, Smart Home, Surveillance, Networking, Home Theater, etc.)Experience with Microsoft Office ProductsWE VALUE:Advanced degree related to a technical fieldProfessional experience installing and servicing surveillance and intrusion systems.Knowledge and experience in High voltage and Low voltage systems.Knowledge of home automation, IoT, Media distribution (HDBaseT or Video over IP), high end audio, Low Voltage wiring, Electrical wiring, Smart lighting, etc.HVAC experienceBoardroom telecommunications technology experience.Professional Audio/Video and home theater installation and service experience.Professional experience installing and/or troubleshooting technical products or servicesPrevious call center experience providing technical supportKnowledge of networking including, advanced router configurations, use of managed switches, firewalls, VLAN configurationsWHAT'S IN FOR YOU:Great work environment and exceptional Resideo benefitsAbility to grow into different areas of the organization based on expertise and interest.#J-18808-Ljbffr