Java programming Jobs in Lewisville, TX

Scope/Responsibilities: * A strong passion for customers. * Excellent interpersonal and communication skills. * Assist our consumers by providing product programming/setup/troubleshooting assistance via telephone and/or chat support. * Re-route customers to other areas of support and departments based on product inquiries. * Educate customers on cost effective and correct use of our products. * Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve. * Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters. * Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action. * Participate in testing with internal IT support to provide feedback on internal systems. * Respond to customer inquiries and/or complaints regarding the company's product or services. * Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits. * De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction. * Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development. * Access and assist with continual update of internal knowledgebase. * Offer ideas for product improvements based on interactions and customer feedback. * Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures. * Complete, investigate and respond to customer order/billing inquiries. * Take, investigate, de-escalate, and solve customer complaints. * Understand competitor product for our Universal devices. * Refer customers to local dealers for extra support when needed. * Respond to e-mail/chat communication from leadership/customers. * Must be able to work independently, as well as within a team.
Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision. * Meet and support department goals and objectives. * Assist management as needed/other duties assigned. * Trained on Aladdin and Bench Sentry basics to provide customer support. * Provide feedback reports to leadership on other team members for coaching/refreshers. * Be educated on products no longer manufactured/with obsolete parts. * Understand motor/rail/unit details to determine replacements of such. * Experts on de-escalating and making decisions to assist customers sent from Level 1 and Level 2. * Educated on connected products Aladdin/OHD Anywhere to offer troubleshooting/programming support. * Educated on Bench Sentry products to offer troubleshooting/programming support. * Answer help desk calls from internal customers (other agents).
Provide support to de-escalate and resolve customer and agent issues. * Complete administrative tasks such as postal, e-mail, and fax documentation sent from customers. * Complete Level 3 callbacks. * Review email - add documents of proof of purchase and customer inquiries to Oracle CX. * Assist with standard call queues when short on staff. * Assist with closing duties for management when needed. * Offer floor support for new hires. * Be trained on basic computer malfunctions to assist new hires. Qualifications * Exceptional telephone communication and problem solving skills. * Must have working knowledge of wireless networks * Mobile computing * Location-sensing systems * Wireless technologies e.g., WiMAX, Bluetooth, RF tags, and Wii * Routing protocols for wireless networks * Monitoring wireless networks * 1-2 years customer service or telephone experience/employment in a technical call center environment * Must be capable of handling customer complaints in a satisfactory manner. Education * Associates degree in Electronics or recognized equivalent education Qualifications * Exceptional telephone communication and problem solving skills. * Must have working knowledge of wireless networks * Mobile computing * Location-sensing systems * Wireless technologies e.g., WiMAX, Bluetooth, RF tags, and Wii * Routing protocols for wireless networks * Monitoring wireless networks * 1-2 years customer service or telephone experience/employment in a technical call center environment * Must be capable of handling customer complaints in a satisfactory manner. Education * Associates degree in Electronics or recognized equivalent education