Newell Brands Technical Support Engineer,Tier 1 - First Alert in Atlanta, Georgia

TITLE: Tech Support Engineer – Tier 1

LOCATION : Atlanta, GA

REPORTS TO: Manager Tech Support

Position Overview:

The Technical Support Engineer – Tier 1 is the first point of contact to diagnose and troubleshoot technical issues.

ESSENTIALFUNCTIONS AND RESPONSIBILITIES:

  • Act as the first point of contact, interacting with customers using multiple support channels (phone, email, chat).

  • Diagnose and troubleshoot technical issues.

  • Maintain ownership of cases through final resolution.

  • Assist and educate customers on products and services.

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team(s).

  • Identify customer-facing trends and communicate appropriately.

  • Recommend updated processes and knowledge base articles when needed.

  • Document case notes in appropriate systems.

  • Maintain quality standards set forth to ensure the best customer experience.

BASICQUALIFICATIONS:

  • A High School Diploma/GED.

  • A minimum of 1 year of experience in a technical support or equivalent environment (e.g. Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, etc.).

  • A proven track record of effectively and efficiently resolving customer issues.

  • Excellent customer service communication skills.

  • The ability to use critical-thinking and logic to isolate and resolve technical issues in a timely manner.

  • The ability to provide step-by-step technical help both written and verbal.

  • A basic understanding or networking principles and protocols.

  • Experience with Wi-Fi technology.

  • Must be able to work flexible shifts including nights and weekends.

  • Must be eligible to work in the United States for any employer.

PREFERRED QUALIFICATIONS:

  • Some college course work or higher in a technical field (e.g. IT, Computer Science).

About First Alert – a Newell Brands Subsidiary:

Brands of Everyday Life

Be a part of the team that’s creating the next generation of home safety. At First Alert, we don’t reinvent things – we pioneer. We offer the experience and knowledge of 50 years of history, while operating with the open, ideas-driven culture of a startup. With a smart leadership team that invests time and resources in developing creative solutions to today’s “plugged-in” consumer needs, we look to all levels of our staff to contribute to our legacy of innovation.

We have a history of being on the forefront of new trends and technologies – starting with designing the first smoke alarms for residential and commercial use. Today, Safety & Security is comprised of the top brands in home protection and organization, including America’s most trusted safety brand, First Alert – one of the largest brands of smoke detectors, carbon monoxide alarms and home safety products in the United States. Our newest advancements include the decorator-friendly Atom™ and 10-year Maximum Protection smoke and carbon monoxide alarms, which have revolutionized the industry and garnered distinction for design, engineering and marketing excellence.

Join us as we break new ground in the home safety industry. We offer a competitive salary and a great benefits package – and the opportunity to work at a dynamic, continuously growing company that is leading the way in home safety trends and technologies.

Newell Brands (NYSE: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Paper Mate, Sharpie, Dymo, EXPO, Parker, Elmers, Coleman, Jostens, Marmot, Rawlings, Oster, Sunbeam, FoodSaver, Mr. Coffee, Rubbermaid Commercial Products, Graco, Baby Jogger, NUK, Calphalon, Rubbermaid, Contigo, First Alert, Waddington and Yankee Candle. For hundreds of millions of consumers, Newell Brands makes life better every day, where they live, learn, work and play.

Newell Brands and its subsidiaries are Equal Opportunity Employers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.