Technical Support Representative

As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means fostering the alliance of a sustainable economic model with environmental protection and self-fulfillment for everyone.
As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. innovation continuously guides our work and guarantees the excellence of our solutions.
We are present in 59 countries, with eight production sites and 17 R&D centers. We are pursuing an ambitious industrial strategy based on “Smart Living” and the value we bring to our customers.
We are committed to reducing our environmental footprint every day. Today, more than 60% of our products are eco-designed, and all will be by 2030. At the same time, we have implemented a responsible purchasing policy that prioritizes local suppliers.
We are deeply committed to the well-being of our 6,880 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

The primary role of the Technical Support Representative is to provide support for operating and troubleshooting our products to our customers, end-users, and other professionals.

• Technical support on telephone and sometimes in person, customer after sales service on new and existing installations
• Training of customer on video and in person when needed
• Handling of Returns and evaluations
• Incoming and outgoing shipments
• Provide outstanding customer service both before and after sales mainly over the phone but occasionally in the field when required.
• Handle in a prompt manner RGA (returned goods for repair).
• Other technical matters including but not limited to: Providing technical advice both before and after-sales.
• Support BFT sales and administrative staff on all technical and products matters.
• Participate in product launches and design
• Assist on-site repairs- troubleshooting with customers

• Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
• Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
• Proven experience with problem solving skills to deliver highest level of service excellence
• Ability to work both independently and as part of a best-in-class team
• Self- motivated, ability to thrive in a fast- moving, and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
• Ability to multi-task, prioritize and manage time effectively
• Strong phone skills and active listening
• Accept constructive criticism and customer feedback regarding their experience
• Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
• Knowledge of communication protocols is an asset (RS485, RS232, Zigbee, etc.)
• Experience with CRM systems and practices (Salesforce, SAP)
• College or Bachelor’s degree and/ or proven career path to excellence in customer support
• Past experience in a customer service or technical support role, preferably in a call center environment
• Tech savvy (Android, IOS, Smart Home Technology)
• Proficiency in Windows and Office 365 suite

All your information will be kept confidential according to EEO guidelines.

The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.