Providing a high level of customer service is of the utmost importance at HavenSmart and is an integral part of overall client offerings. As such, our service team is a vital part of the company. This role is responsible for assisting clients on site with their technical issues and providing solutions to problems in a timely manner. The ability to communicate with clients about complex technical problems in an easy-to-understand manner is a key function on this roll.
Review client's current equipment configuration and recommend upgrades/enhancements, where warranted.
Diagnose complex technical issues, use component isolation to address client issues in a timely manner
- Handle onsite customer technical support issues and provide solutions
- Document all information on what work was done onsite in our system
- Ensure all parts and cables used onsite are properly added to the work order for billing along with labor
- Improve existing client systems by evaluating objectives and specifications, reviewing proposed changes and making recommendations for upgrades. Work with service manager to provide proposals to clients
- Maintain client confidence by keeping their information confidential
- Determine the most efficient and effective ways to answer a client's questions
- Escalate queries and concerns as appropriate
- When a defective product is found during a service appointment, the RMA is started with the manufacturer, documented within the system, and communicated with the Service Manager.
2+ years of network support
2+ years of AV experience
1-3 years of experience in a customer-facing position
1 year of security & alarm system experience
Outstanding Control4 knowledge
Excellent problem-solving and analytical skills
Multitasking and organizational skills
Be able to lift 50 pounds frequently and 75+ pounds occasionally
Be comfortable working from ladder or high places
Attentiveness and patience
Time-management skills
Valid driver’s license
Knows Home Automation, home networking and audio/video distribution
Has a strong work ethic and a willingness to learn.
Enjoys technology and its impact on our lives,
Has a strong attention to detail,
Is consistent and reliable,
Likes to communicate clearly and confidently
