Job Description

Why join AVIRE?

Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support--growing our business together? If you have answered yes to these questions, we should connect!

The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for supporting our customers both pre- and post-sale with their technical and functionality questions. During your calls you will be troubleshooting our emergency communication systems. Requiring you to learn and understand carious communication methods such as analog, VoIP, and cellular. With a basic understanding of network design and internet protocol (IP). You will strive to be an expert problem solver and deliver courteous and efficient troubleshooting of our products. You will be a part of a team of Inside Sales Specialists, Customer Service Specialists, Application Support Technicians, and other Technical Support Specialists with the collective goal to provide the best customer experience in the industry. Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position reports to the Technical Support Supervisor.

What you will do:

1. Offer troubleshooting and telephone support for all Avire North America products, providing installation assistance while educating and empowering on-site technicians to prevent future issues.
2. Document customer calls via FreshDesk or similar ticketing system and resolve tickets accordingly.
3. Provide technical support by issuing ticket numbers for customers to initiate the service evaluation process.
4. Promptly and courteously resolve customer online inquiries.
5. Maintain the company’s professional reputation through inclusion and superior customer service.
6. Assist and support other personnel as needed.
7. Collaborate with Sales, Production, and R&D teams for product development feedback
8. Put your curiosity into action with production items requiring technical programming, provisioning and/or activations.
9. With guidance of senior technicians, perform standard repairs and maintenance on hardware, firmware, and software to ensure optimal functionality.
10. Perform other duties as assigned.

We want someone who displays:

Action-Oriented Curiosity : You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.

Collaboration : You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome.

Empowerment : You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more.

Accountability: You take responsibility for your actions, and you deliver on your commitments.

Inclusion: In all aspects of your work, you treat everyone with respect.

Performance Objectives

• Provide superior customer service and technical support.
• Resolve technical questions and problems promptly and accurately.
• Support company personnel with training and product quality analysis.
• Keep management informed of area activities and significant problems.
• Maintain accurate and up-to-date knowledge articles and training documents.
• Ensure timely delivery of technical production items to shipping & production teams

Job Skills

• Strong interpersonal and communication skills
• Proven ability to problem-solve
• Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people both within, and outside, of the organization
• Strong technical skills and effective troubleshooting
• Familiar with ticketing systems
• Attention to detail and strong organizational skills
• Fluent in English and primary language used in area of responsibility and/or location

Qualifications

• High School Diploma or GED and/or a related field or equivalent experience
• Experience in customer service, support, or repair
• Network design and/or low voltage electrical experience or telecommunications experience is a plus
• Technical knowledge of product installation and usage
• Proficiency in computer-related applications

Who is AVIRE?

combines 4 market-leading brands (MEMCO, MICROKEY, RATH and JANUS) within the emergency communications and life safety industries. Each brand has a strong market presence, a unique identity, a distinct product range and a long, successful history. AVIRE has Manufacturing and R&D locations in 3 countries, Sales & Marketing in 7 countries, and employs approximately 400 people globally. AVIRE is committed to fostering a diverse and inclusive workplace, where all individual’s unique perspectives and capabilities are valued. We provide equal job opportunities to all applicants and promote fairness in our hiring process.

AVIRE is part of the Halma group (). Halma bets on talent! We are looking for bright, ambitious people to join our team and stay for the long term. With over 45 businesses under its ownership, Halma is a great place to start, advance, or accelerate your career.

Avire is an equal opportunity employer.

Benefits

• Competitive base salary
• Participation in the company bonus plan
• Complete benefits package including health, dental & vision insurance, 401K, vacation, and generous parental leave
• Paid time off
• Professional Development training opportunities

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