Customer Technical Support

Job Description

JOB DETAILS

REQUIREMENTS

• High school diploma or equivalent
• Troubleshooting skills
• Strong Organizational skills
• Excellent communication skills (both verbal and written)
• Reliable and Dependable
• Ability to empathize and connect with the customer
• Ability to multitask with ease, effectively prioritize tasks and be a self-starter
• Demonstrated proficient problem solving & customer de-escalation skills
• Minimum of one (1) year of customer service experience required.
• Technical experience is a plus but not required
• Excellent communication skills.
• Able to type at least 35 wpm.
• Intermediate knowledge of computer applications.
• Strong organizational skills.

RESPONSIBILITIES

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Able to self-manage and work independently in a fast-paced, constantly changing environment
• Able to multitask across multiple systems and applications
• Receive customer inbound phone calls for various alarm system and home automation issues providing technical assistance and customer education
• Troubleshoot the customer’s technical issues by using our guided workflows which walk you and the customer step by step through various resolutions with the goal of solving the customers issue while on the phone
• Regular, consistent and punctual attendance
• Duties also include presenting our Virtual Service Call process that saves the customer both time and money if the problem can’t be solved on the call.
• Assisting customers with scheduling an onsite Technician visit if required, after positively positioning Virtual and self-serve options.

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