Technical Customer Support Manager jobs in Salem, OR

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Carrier Climate, Controls & Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, balanced, and high-performance buildings! Carrier Climate, Controls & Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide!

About The Role:

The Global Security Products (GSP) group at Carrier Climate, Controls & Security develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative security products that include sophisticated software and hardware, IP solutions, wireless communications, electronic locking systems, and mobile applications. Among its leading brands are Lenel, Interlogix, Supra and Onity offering robust security and life safety systems, and affordable, flexible lock and key management solutions.

Key Job Responsibilities:

• Provide electronic product and application end users with operational and technical assistance. Determine call resolution and log calls. Generate product replacement orders and troubleshoot and resolve customer technical issues.
• Provide technical and billing support via telephone, email and/or chat to end users and administrators of Supra and/or Onity products and systems in a timely and effective manner, while projecting a courteous and professional image.
• Develop and maintain an excellent working knowledge of electronic products, billing and collections processes and database applications. Apply established customer satisfaction skills to resolve issues with end users and create a positive image. Follow call-handling procedures to assure uniform support within the goals of the department.
• Order replacement products and track shipment of those products. Maintain and update customer records. Place follow-up calls to ensure customer satisfaction.
• Handle technical support and billing issues as required.
• Meet call handling volume and productivity goals in an inbound call center environment.

Minimum Qualifications:

• High School diploma or GED
• 1 year(s) of customer service, customer support, call center, or help desk experience

Preferred Qualifications:

• Able to work weekends and evenings.
• Willing to work out of an office in Salem, Oregon.
• Excellent listening skills and ability to assess and respond to customers’ needs.
• Must be able to effectively communicate with customers via telephone
• Detail-oriented with the ability to keep accurate records of communication with customers.
• Ability to rapidly learn and assimilate new technologies.

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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