Nok Smart Entry Technical Support Agent - Noke
- Military veterans preferred
2025-08-30 Noke, Inc.
Other
/yr
employee
contract
Atlanta Georgia 30339 United States
Nok Smart Entry Technical Support Agent - Noke
US-GA-Atlanta
Job ID: 2025-5902 Type: Full-Time # of Openings: 1 Category: Information Technology Noke - Atlanta, GA
Overview
A Technical Support Call Center Agent plays a critical role in providing timely assistance to customers experiencing technical issues, while maintaining a high standard of customer service. This role requires a blend of strong technical troubleshooting abilities and excellent customer experience skills to resolve problems efficiently and ensure customer satisfaction.
Responsibilities
Customer Support: Deliver technical assistance and customer service via phone, email, and chat with professionalism and promptness.
Issue Resolution: Diagnose and troubleshoot hardware, software, and network issues to restore customer functionality efficiently.
Documentation: Record customer interactions, problems, and solutions in a CRM or ticketing system for accurate tracking and follow-up.
Installation & Setup: Guide customers through installing and configuring software or devices, ensuring a smooth setup process.
Escalation & Collaboration: Refer complex issues to higher-level support or engineering teams and work with colleagues to resolve them.
Customer Education: Teach customers how to use products effectively and prevent future issues by simplifying technical information.
Follow-up: Check in with customers after issue resolution to confirm satisfaction and ensure no further problems exist.
Continuous Improvement: Stay informed about product updates and industry trends to enhance support quality and efficiency.
Other duties as assigned.
Qualifications
JOB SPECIFICATIONS:
High school diploma or equivalent required. Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
One to three years of experience in technical support or a customer service position with a technical focus is preferred.
Familiarity with help desk and ticketing systems (e.g., JIRA, ServiceNow, HubSpot, Microsoft Dynamics) and Customer Relationship Management (CRM) software to log cases and track resolutions.
Proficiency in standard office productivity tools (Microsoft Office, etc.) is also expected.
Excellent analytical and problem-solving skills, with the capacity to think critically and logically to identify root causes and implement effective solutions.
Outstanding verbal and written communication skills are required.
Strong customer-centric mindset is essential.
Good organizational skills with the ability to multitask and be detail oriented.
Collaborative attitude and the ability to work effectively with a team.
PHYSICAL DEMANDS:
Regularly required to sit, stand, and walk.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Equal Employment Opportunity/M/F/disability/protected veteran status
Equal employment opportunity, including veterans and individuals with disabilities.
