Associate IOT Support Specialist
Cleveland, OH 
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Posted 1 day ago
Job Description

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

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
1+ years
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