Providing a high level of customer service is a top priority at HavenSmart and a core part of our overall client experience. Our service team plays a critical role in the company by supporting clients both onsite and remotely, resolving technical issues, and delivering timely, effective solutions. This role requires the ability to explain and solve complex technical problems in a clear, easy-to-understand way. You will also review clients’ existing system configurations and recommend upgrades or enhancements when appropriate.
Responsibilities include:
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Diagnose complex technical issues using component isolation to resolve problems efficiently
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Provide onsite and remote technical support to clients and deliver effective solutions
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Document all work performed onsite accurately in our ticketing system
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Ensure all parts, cables, and labor used onsite are properly recorded on work orders for billing
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Evaluate existing client systems, review objectives and specifications, and recommend improvements or upgrades
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Work with the Service Manager to develop and present upgrade proposals to clients
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Maintain client confidentiality and protect sensitive information
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Communicate clearly and determine the most effective way to address client questions and concerns
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Escalate issues as appropriate when additional support or approval is needed
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Process and followup with RMAs from start to finish
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Schedule client appointments and manage your own daily schedule
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
