Summary:

Job Description:

Responsibilities

• Handles and resolves customer connectivity, WiFi, networking and app support issues through phone and email queues for Moen's Internet of Things (IOT) products in a call center environment. Escalates complex issues to the IOT Support Specialists and/or Sr. IOT Support Specialist
• Delivers a customer experience that helps to drive unsolicited, positive "word of mouth" advertisement for Moen Incorporated
• Effectively explain technical information to users of all knowledge levels
• Process, handle, and escalate tasks and issues as required while gathering and documenting appropriate data and steps taken
• Log and document all customer interactions in Moen's cloud based solutions (C4C)
• Consistently deliver reliable and professional support to customers while utilizing product knowledge and in-depth technical and diagnostic skills.
• Respond calmly and effectively to all customer situations while having a positive attitude
• Achieve individual and team goals, objectives, and performance targets
• Stay up to date with the latest technology trends and best practices
• Collaborate with internal teams to resolve issues

Qualifications

• Bachelor's degree is preferred.
• Minimum of 1 year of experience in a technical support call center, help desk or field service environment required
• Proficient with home-based wireless networking solutions, IOT and smart home devices
• Basic experience with mobile devices (Android and Apple) and digital voice assistants
• Good interpersonal skills required; ability to interface with customers in a manner which instills confidence in Moen's products and business; ability to successfully interact with variety of customers and work through challenging situations.
• Skilled in written and verbal business communication
• Self-motivated and ability to work independently and with a team
• Must be able to work scheduled shifts. Call center hours are M-F 8a-7:30p; this position will be expected to work rotating shifts