Job description

Overview

THIS IS NOT AN "IT" POSITION. A customer care specialist is a tech-savvy person who will be responsible for supporting customers experiencing problems with their integrated security, cameras, home automation, and/or network connections. The Specialist will field incoming calls, e-mails, and texts and document, diagnose, troubleshoot, and solve issues.

In addition to being technology-minded and having the ability to resolve issues, this Specialist must have an amazing customer-centric attitude, provide outstanding service and follow-through, be dependable and accountable, own their job, and be committed to resolving issues.

Duties and Responsibilities

Primary:

· Provide technical assistance and support for incoming queries and issues related to residential alarm systems. Communicate directly with customers via phone or email.

· Use detective-like troubleshooting skills to ask the right questions and gather the data to narrow down the root cause of issues. The goal is to resolve the issue via phone whenever possible while providing excellent service.

· Walk customers through problem-solving process.

· Document detailed notes about the purpose of the customer contact and corrective actions taken.

· Schedule/coordinate equipment repair and follow up on field technician service tickets until issues are completely resolved.

· Assist with retaining customer accounts through proactive/reactive calls.

· Expand and maintain technical knowledge as required.

As needed:

· Assistance with invoicing, billing, and customer retention.

· Various other projects and duties as assigned.

Requirements

· Highly desired 1+ years experience with the following systems: intrusion detection (Interlogix, Qolsys, 2 GIG, Honeywell, DSC), Alarm.com, Honeywell total connect, and some uplink

· High-level technical aptitude, problem-solving skills, and attention to detail required. Knowledge of networks, structured cabling, and telephone cabling a plus

· Ability to guide partners/techs in diagnosing and repair/replace recommendations for alarm systems

· Positive attitude, empathy, and desire to help people

· Clear communication with customers, team members, and field technicians

· Ability to deal with urgent matters in a calm professional manner, maintaining service excellence

· Ability to multi-task and prioritize workflow

· Proficient computer skills for documenting, reporting, communicating, tracking and calculating. Microsoft Office and spreadsheet skills highly desired

· Ability to work a flexible schedule (We currently serve customers 8 am to 6 pm M-F)

Hourly, non-exempt position. Pay depends on experience and technical expertise.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• Under 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• THIS QUESTION MUST BE ANSWERED: Why do you feel that you would be a great fit for this position?

Work Location: One location

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