Technical Support Specialist in Irvine, CA at Lennar Homes

Date Posted: 2/11/2020

Job Snapshot

Job Description

Overview

POSITION SUMMARY:         The primary role of the Technical Support Specialist is to provide technical support for all connected home devices to Lennar homeowners and associates.  Additional work activities include, various report updates and creation, data entry, filing, communicating on a professional level with internal and external customers. Actively and consistently provide top tier technical support for homeowners



Responsibilities

CORE RESPONSIBILITIES:

 

  • Provide expert technical support to Lennar homeowners and associates
  • Log every transaction in Salesforce CRM
  • Document, follow up and coordinate with other departments as appropriate
  • Effectively communicate with homeowners and professionally address their concerns
  • Respond to and resolve escalated support requests via email, chat and phone to achieve SLAs and other business targets.
  • Meet or exceed daily, weekly, monthly and quarterly deadlines as assigned by management
  • Participate in meetings within the department, offering insights and potential solutions
  • Other duties as assigned


Qualifications

CORE SKILLS AND COMPETENCIES

Technical Skills:

 

  • Working knowledge of a computer, telephone and basic software applications.
  • Excellent understanding of all major AI platforms
  • Experince in enterprise-grade wireless configuration
  • Excellent understanding of IoT devices and different communication protocols
  • Utilize various diagnostic tools to identify root cause of hardware, software, and network connectivity issues.
  • Provide thorough diagnostic and troubleshooting services to resolve customer issues remotely.
  • Ability to communicate via email in a professional, business-appropriate manner.
  • Able to transfer information received from an email, form, phone conversation or face-to-face meeting and data enter required values into appropriate fields into CRM tool or spreadsheets.
  • Basic ability to read standard business contracts with light comprehension

Job Skills:

  • Identify, research, analyze, diagnose, resolve and close escalated technical problems
  • Ability to prioritize work to consistently address and resolve time-sensitive issues.
  • Aptitude for managing inbound and outbound calls, staying focused with changing demands.
  • Capable of going 'off script' while still capturing the spirit of the scripted message, achieving objectives of the communication and staying within policies and procedures.
  • Expert knowledge of home automation products installed in Lennar homes and additional products.
  • Strong sense of urgency; ability to quickly reprioritize tasks as required with changing circumstances.

 

Customer Service Skills:

  • Escalate irresolvable issues requiring trades to repair defective devices.
  • Monitor service desk ticket volume and ensure timely closure of all assigned cases
  • Appropriately using email templates to correctly transmit the right information to customers.
  • Expert telephone skills, with ability to make outbound and receive inbound phone calls in production based, contact center environment.
  • Customer-centric verbal and written communication skills demonstrating empathic listening skills, appropriate tone and language, and consistent sense of urgency to resolve issues.

 

Demonstrated Skills:

  • Demonstrated ability to handle fluctuating responsibilities (multi-tasking), quickly changing from inbound calls to outbound calls, sending emails, and staying focused while delivering quality work overall.
  • Proven ability to articulate Lennar’s home automation product offering.
  • Familiar with internet service providers

 

EDUCATION AND EXPERIENCE REQUIREMENTS:

  • High School Diploma or GED required, Bachelor’s Degree preferred.
  • Contact or Call Center experience, preferably within an environment requiring a blend of telephone, email and live chat interactions.
  • Salesforce (or comparable CRM) experience a plus.

PHYSICAL REQUIREMENTS:

This is a sedentary, in-office position which requires the ability to occasionally bend, stoop, reach, lift, move and carry office supplies and materials weighing 25 pounds or less. Finger dexterity required to operate a computer keyboard, calculator and telephone equipment.

Most of the time will be spent on the phone, working with a computer, consistently placing outbound calls, handling inbound calls, responding to emails and data entering information.

 

 

 

CONTACTS:              

Regular contact with colleagues, internal stakeholders, executives, management, members of the legal team, field divisions and personnel, homebuyers and homeowners, furnishing or obtaining information, frequently where the matters discussed require resourcefulness, patience, clarity of thought and an ability to verbalize and articulate moderately complex information.

 

ADDITIONAL REQUIREMENTS:

 

Ability to:

  • Arrive to work on time
  • Work consistently throughout their shift
  • Adhere to a lunch and break schedule to ensure adequate coverage
  • Follow directions from a supervisor
  • Interact well with co-workers
  • Behave professionally
  • Understand and follow work rules and procedures
  • Adhere to performance standards
  • Consistently meet performance goals and strive to exceed them
  • Be open to and accepting of constructive criticism
  • Perform as a team player

FSLA STATUS:   Non‑exempt

#CB



#CB

Not Ready to Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Join Our Talent Network

Text LENNAR to 51893
to get started today!