$18.00 an hour
Responds to system support issues via phone, email, and ticket process for Security, Fire, and Safety equipment including:
Troubleshooting system problems and remotely resolving technical and operational issues
Deploying field technicians and/or communicating issues with vendors for resolution
Follow up with other internal departments (IT, Asset Protection, HR, etc.) for resolution and escalation.
To customer service and information requests from internal departments and federal, state, and local authorities.
Accurately documents and summarizes interactions with internal customers, for tracking and reporting purposes.
Reviews alarm exception reports and follows prescribed procedures to resolve and escalate service issues.
Maintaining security information and key holder contact information in and in accordance with established policies and procedures.
Navigates through a solution database and follows through on prescribed procedures to provide answer for problems.
Works with employees within and outside the department to ensure the resolution or proper escalation of incidents.
Communicates clearly, concisely and precisely verbally and in writing.
Develops, maintains, and applies knowledge of systems and tools necessary to troubleshoot problems.
Adheres to department and company policies, procedures, and expectations particularly service level objectives.
Strong Typing and communication skills
Administrative and troubleshooting skills
Strong Computer skills and usage.
Strong MS Office Skills
Accuracy is a must
Very proficient in Word and Excel
Word example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions
Excel example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets
MS Outlook/MS Webmail: Professional writing skills. Know your audience.
Sense of urgency
Critical thinking skills
Linear and non-linear thinking skills
The ability to learn new software
Multitasking is a must
Work with multiple software at the same time
Technical Troubleshooting Background (Alarm or Central Station Tech Support is a plus)
Customer Service background
Strong Phone Support
Preferred but not mandatory:
Security system background (not necessarily Guard or IT Security)
(Bosch/Ademco/DMP) o Fire Alarm Systems (Silent Knight/Fire-Lite) Remedy