Technical Support Specialist - Draper, UT

About ProdataKey
ProdataKey (PDK) is an award-winning manufacturer and provider of cloud-based security solutions for the commercial environment. Through our advanced technology and easy-to-use software, we help protect life and property around the globe. ProdataKey’s family-like atmosphere is built around trust and candor towards our employees, with a focus on constant improvement. Experimentation without fearing failure leads to a culture of teamwork and innovation. PDK’s unique culture is filled with friendship, mentorship, snacks, ping-pong, and so much more.

Job Summary

Ready to work in an exciting environment with a great close-knit team?

ProdataKey is a growing Utah technology company. We have an immediate need for a Technical Support Specialist in our support center providing support to ProdataKey dealers.

Ideal Candidates have a genuine passion for technology, exceptional troubleshooting skills with complex systems, strong communication skills and the ability to think quickly. 

Proven experience in installing or troubleshooting access control, security, surveillance, automation, commercial door hardware, low voltage wiring, and networking makes you a strong candidate but is not required. If you do not have that direct experience but believe you are ready for the technical challenge, apply! 

Job Responsibilities

• Inbound Dealer Support: Answer incoming technical support calls, chat, and email inquiries, with a goal of first contact resolution.
• Troubleshooting: Diagnose hardware, networking, and software issues supporting PDK dealers and system users, document detailed case notes, and report defects for product engineering.
• RMA Processing: Authorize and process Return Merchandise Authorizations (RMAs) following company guidelines.
• Documentation: Document clear and detailed notes in Salesforce, report found defects, and update internal and dealer-facing knowledge articles.

Minimum Requirements

• Proven technical skills
• Computer proficiency
• Proficient in basic office software such as Microsoft and Google Suite products
• Ability to work full time in an office environment

Preferred Experience

• Install or Troubleshooting of: Low voltage wiring, Networking, Access control, Commercial automation, Security, Commercial door hardware
• Software experience in: Salesforce, Jira, Zendesk, PDK.io

Benefits

• Health, Vision & Dental Insurance
• 401(k) plan with employer match
• Health Saving Account & Flexible Spendings Account
• Childcare Assistance
• Company Paid Life Insurance
• Short-Term Disability
• Employee Assistance Programs
• Financial Planning
• PTO, holiday and sick leave

Check us out at http://www.prodatakey.com/!

Pay Rate Type:

If you're looking for a career with a growing company where you are part of a team dedicated to making a difference, you'll enjoy your career with us!