Lead Technical Support Associate
5d ago

Job Description

The Technical Support Specialist is responsible for providing professional pre-sales and post-sales technical support direct to the customer and ADI business units in multiple markets.

The Technical Support Specialist is responsible with providing professional pre-sales and post-sales technical support to ADI Global Distribution customers and staff in multiple markets.


  • Ensures coverage of Technical Support Helpdesk (Hotline, voicemail & e-mail)
  • First line support of two product ranges, Multi discipline is a key target
  • Provide pre and post sales technical assistance for internal and external customers : facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues.
  • Areas include, but are not limited to, configurations, installation procedures and application functionality.

  • Ensures timely resolution is of customer cases and escalates support cases when appropriate
  • Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems.
  • Communication with strong focus on customer service and solution quality.

  • Support the knowledge-sharing mindset and apply the Knowledge Management Methodology guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
  • Logs all reported issues / calls in the ticketing system, tracks requests and cases and keeps the system updated with relevant information regarding the interaction with the customer.
  • Achieves and maintains technical and knowledge excellence for the ADI Global product portfolio by self-study and by attending relevant training sessions.
  • Ensures a best in class customer experience by applying a high level of soft skills and customer orientation
  • Multi-discipline is a key target : knowledge of multiple product ranges a key advantage : Intruder, Access Control, Video and Fire
  • Follows the Voice of the Customer process and uses customer feedback to drive a continuous improvement behavior
  • Identify training opportunities and assistance in supporting our customers grow
  • Developing technical and knowledge excellence for the ADI Global product portfolio for the regions supported and to maintain this knowledge in respect to all product and legislation / approvals changes
  • Identify sales opportunities and deliver a key impact on achieving business goals
  • Create installation & configuration guides in all formats for ADI Global customers

  • High School Diploma, or equivalent. Some experience in the field
  • Installation experience
  • Strong Interest in Technology
  • Experience with the applied for field or showing a willingness to learn
  • Customer or Product support experience
  • WE VALUE :

  • Excellent interpersonal and verbal & written communication skills
  • Strong continuous improvement mindset, strong leadership impact
  • Experience with Salesforce.com and SharePoint
  • Good administration skills
  • About Us

    Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products.

    Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year.

    We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world.

    Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

    At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer.

    Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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