Tech support

Technical Support

Control4 APAC Pty Ltd

Control4, a leading provider of personalised automation and control solutions, allows you to control virtually any device in a home or business, automatically. Founded in 2003, the company mission is to deliver an elegant and more affordable way to control and automate lighting, music, video, security and energy in a single room or throughout the entire home. Today, Control4 certified custom integrators work with home and business owners to deliver the transformative benefits of the smart and connected home: convenience, peace of mind and an efficient environment that’s comfortable and safe. At Control4, we believe life’s better when everything works together. Control4 solutions interoperate with nearly 10,000 third-party consumer electronics devices—and that number is rapidly growing. By partnering with the biggest brands in consumer electronics, appliances, energy, lighting and home security, Control4 leads the industry in interoperability, ensuring an ever-expanding eco-system of devices will work together in the home or business. Leveraging a distribution channel that includes over 3,800 custom integrators, retailers, and distributors in 91 countries authorized to sell the full-line of Control4 products, with over 1,100 additional dealers and distributors that are authorized to sell our Pakedge branded networking solutions only, Control4 is delivering intelligent solutions for consumers, major consumer electronics companies, hotels, and businesses around the world. The company is based in Salt Lake City, with offices in York, England; Shanghai, China; Bangalore, India; Belgrade, Serbia; Melbourne, Australia; Huntington Beach and San Jose, California. Control4 is publicly held and traded on the NASDAQ stock exchange under the stock symbol CTRL.

POSITION DESCRIPTION SUMMARY:

Control4 has an immediate need for a Technical Support Representative to provide telephone support to Control4 custom integrators in Australia.  The successful candidate will possess excellent verbal, written, and phone communication skills; will have professional install and configuration experience in the Custom Audio/Video channel.

The selected candidate will have an advanced knowledge of audio video equipment, low voltage wiring, high voltage wiring, and networking. Experience with automation products is a plus.

Join the growing team of the industry leader in high end Smart Home technology. Control4 Technical Support is a dynamic team of passionate technologists chartered to ensure the success of our authorized dealers. We seek up-beat, quick-minded problem solvers who love to help others.

We have an immediate opportunity for an experienced Control4 Support Technician to provide telephone support to Control4 custom integrators. We are seeking an individual who possess excellent verbal, written, and phone communication skills; who has 4+ years of Control4 programming and installation experience in addition to professional install and configuration experience in the Custom Audio/Video channel. The selected candidate will have an advanced knowledge of audio video equipment, low voltage wiring, high voltage wiring, and networking.

ITEMISED DESCRIPTION OF DUTIES:

Answer inbound dealer support calls.

Accurately document each dealer interaction within CRM software.

Provide a weekly report to Director of Technical Support.

Validate and author defect reports on issues found.

Enter RMAs.

Document creation for dealer self-help knowledgebase.

Visit customer residences (rare)

Manage Australian support escalations.

Collect and report on Support phone call and Live Chat metrics.

Weekly Sync Meeting with International Support Manager.

Provide Weekly report to Director of Technical Support.

Oversee implementation of Support processes and systems.

Other special projects as assigned.

NEEDED SKILLS AND EXPERIENCE:

4+ years of Control4 Programming and Install experience

Professional Audio/Video install experience.

Distributed Audio/Video experience.

Exceptional communication skills; Verbal, Written, Phone

Home Security experience a plus

Ability to work in a cubical for long hours.

Process management.

Proficient in Microsoft Word, Excel, and Outlook

Application:

All applications will be treated in the strictest of confidence, only short-listed candidates will be contacted.

Please note we will not accept applications or referrals from recruitment agencies.