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
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