Product Support Escalation Team Member

Technical Support Escalation Team Member will have a focus on supporting motorized products and controls. including interior and exterior.  products including shades, awning automatic gate systems, bollards, pergolas.Motorized access control solutions such as gate openers, garage door openers, traffic and safety bollards, BFT brand products—a recognized leader in gate automation and access control solutions. This role is responsible for providing expert-level technical support. Assisting customers, installers, and partners with the installation, operation, and troubleshooting of our products.In addition to the above stated interactions a Technical Support Escalation Team Member will also have responsibilities related to receiving and initializing escalations.Accept incoming live escalation from first contact agents.Execute escalation to the Technical Services team per defined SOP guidelines.Technical support & internal product support by phone, emails, and web cases through SalesforceProvide step-by-step instructions to fix technological issuesAccess instruction manuals to help users utilize their software or hardware properlyAcquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questionsAccurately gather and record customer information, issues, and solutions using Salesforce and other softwareFollow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standardsWork with Technical Support manager to ensure and find solutions to more complex issuesPerform other duties assigned by the Technical Support Manager such as SOP documentation, process creation, Salesforce reporting, and other internal and external projects.