Technical Support Representative

Position Overview

The primary scope of this position is to provide technical support by answering inbound calls and emails from end-users, security system installers/integrators, internal customers, and Aiphone business partners.

This role requires basic to intermediate electronics and IT knowledge, a high level of problem-solving skills, attention to detail, and exceptional communication skills to drive customer satisfaction over the phone.

As a minor scope of this role, equipment inventory management and various tasks related to the technical support role will be tasked. Please check below for more details.

Duties & Responsibilities

Essential Tasks

• Answer phone calls and reply to e-mails that have been directed to the Technical Support Team. The phone call may include sales-related inquiries as well
• Log the inquiry cases in the Aiphone CRM system
• Assist with the development and maintenance of the in-house AI system
• Process repair service for devices that have been returned to Aiphone
• Assist the business development managers with their technical inquiries, as well as outbound technical call requests
• Manage technical support equipment inventory and the equipment loan logbook
• Create and update the technical support knowledge base
• Assist in editing and proofreading technical and marketing materials, such as brochures, if requested
• Assist with company events such as tradeshows and meetings if required
• If requested, provide onsite assistance by visiting installation sites
• Attend product training

Key Skills & Qualifications

• A team worker with a positive attitude
• Knowledge and enthusiasm for electronics and IT devices
• Basic to intermediate IT networking knowledge
• Problem-solving skills and attention to detail
• Excellent written and oral communication skills
• Proficiency in, but not limited to; Microsoft Excel, Word, Visio, PowerPoint
• Willingness and aptitude to adapt to changing business environments
• Be self-motivated and well-organised
• Prior experience as a security installer, electrician, technical call centre member is a plus.
• A valid drivers license

Company Description

Aiphone provides comprehensive building access and communication solutions, offering secure and flexible control with products ranging from audio intercoms to IP video intercoms, access control systems, and emergency communication solutions. With the innovative AiphoneCloud service, users can configure and manage their IP intercoms remotely from anywhere at any time. Our customizable solutions are designed to enhance security and streamline access management. With a strong focus on quality and reliability, Aiphone is a trusted name in the industry for modern security needs.