Technical Support Representative jobs in Rochester, NY

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About Carrier
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About LenelS2:
LenelS2 is a global leader in advanced physical security solutions, including access control, video surveillance and mobile credentialing. Our technology includes web-based and mobile applications enhanced by cloud-based services. Incorporating open architecture, LenelS2 provides scalable, unified security management solutions to customers ranging from global enterprises to small- and mid-size businesses. Easy to install and use, LenelS2 products are supported by an experienced, responsive team dedicated to providing exceptional service. LenelS2 serves segments worldwide including corporate, education, healthcare and government. LenelS2 is a part of Carrier, a leading global provider of innovative HVAC, refrigeration, fire, security and building automation technologies.

Position Purpose:
If you thrive in a fast-paced environment and are looking for an opportunity to build your technical skills, join us as a Technical Support Analyst and provide technical support via telephone and email to LenelS2 customers. The purpose of this role is to retain and encourage increased business from customers by efficiently and courteously satisfying the customer’s needs on an ongoing basis.

Key Responsibilities:

• Answer incoming phone calls, emails, and other inquiries into the LenelS2 Technical Support Center.
• Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes. This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.
• Work with other departments as necessary to ensure customer inquiries, issues and problems are addressed timely and effectively.
• Utilize internal tools (ticketing system, KBs ect) to research problems for known and existing solutions.
• Follow documented processes to ensure callers are certified and support contract is up to date per Policy
• Assist with testing on new/existing products.
• Work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels.
• Perform all other duties as assigned
• May be required to provided 24x7 support or non-standard shifts.

Basic Qualifications:

• High school diploma or GED.
• 2 years’ experience in customer service and/or technical help desk.

Preferred Qualifications (assets):

• Experience working with currently supported operating systems (Windows OS)
• Ability to read/decipher logs
• Comprehensive understanding of current network topologies and protocols
• Understanding of network packet analysis software such as Wireshark, DNS, telnet, tracert, snmp, ports/sockets, ability to parse log files
• Understanding of command line
• Entry-level knowledge of SQL database engines required, advanced knowledge preferred
• Experience in Access Control, Video, Intrusion and related technologies a plus
• Advanced knowledge of digital and analog video platforms
• Exceptional follow through
• Excellent listening, verbal, and written communication skills
• Excellent interpersonal skills, ability to communicate/collaborate well with customers, peers, management, and other departments
• Must have the ability to multitask and work independently
• Must be detailed oriented
• Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills
• Ability to meet tight deadlines and adapt to change
• Team player – ability to work on cross functional teams
• Associates degree in Computer Science, IT, or electronics
• Technical certifications such as Net /MSSQL/MCP/MCSE/MCDBA

Additional information:

• Sponsorship is not supported for this position.

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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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