The Experienced Technical Support Professional is responsible for providing technical support resolutions as well as accurate, timely referral information to our customers on our Alerton support line. This position is critical to the growth of business for Alerton and the individual filling this role must go above and beyond to help differentiate Alerton from its competition. Customer Support - Provide presale/post sale troubleshooting and routine application assistance.

• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Provides technical support to field engineers, technicians and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, and/or complex software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Problem Solving - Problems are identified and solved using existing tech web information, utilizing minimal imaginative problem-solving skills.
• Applications Knowledge - Gather information and utilize web and product spec materials to guide customers through an application that consists of multiple products within the same application.
• Change Agent - Look for ways to improve support processes. Drive initiation and follow through to implementation.

YOU MUST HAVE

•Bachelor's Degree on Engineering, Computer Science or related

•Strong English verbal and written communications skills

•3 to 5 years of Tech Support Experience or related

•Excellent customer service skills

•2 years of Networks; BACnet, TCP/IP, Routers, and Switches, etc.

•Proficient in using office productivity applications (Microsoft Office)

WE VALUE

•Experience with Niagara Framework is a plus

•Experience in installing, commissioning, servicing, and troubleshooting building controls products

•Strong continuous improvement mindset, strong leadership impact

•Understanding of Direct Digital Controls (DDC) Programming (preferred

•Demonstrated experience with Knowledge Management & Call Center Management

•Good administration skills

•Some experience with a variety of the businesses product programming languages