Description

Are you part tech guru and customer service savvy? Do friends refer to you as a problem solver? Are you the one your grandparents call when they need help with new gadgets? At Alert 360, we provide home and business owners with leading smart security and home automation solutions, and as a Technical Support Representative, you'll advance your skills within our rapidly growing industry. This role is a work from home/remote position.

SHIFT HOURS: This is a full-time opportunity, 5 days per week. You must be able to work 1 weekend day (i.e. Saturday or Sunday).

• First shift: 8am-5pm (Est)/9am-6pm (Est)
• Mid Shift: 12pm-9pm (Est) 
• Must be flexible and willing to arrive early or leave later as customer needs dictate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide over-the-phone technical support to our residential and commercial customers who need assistance or have questions about their security or automation equipment.
• Provide technical support to customers by researching and troubleshooting problems, while maintaining customer safety.
• The ability to listen, communicate, identify the root cause and respond accordingly.
• The ability to empathize with customers and provide a calm, positive experience.
• Ability to make sound decisions and use proper discretion in handling customer issues within company guidelines.
• Deliver world-class customer service that builds customer satisfaction and loyalty.

Qualifications

DESIRED SKILLS AND EXPERIENCE

• at least 1 year of Customer Service experience, preferably in a call center
• Prior technical support experience is a plus
• Ability to learn to troubleshoot consumer-facing hardware and software such as cameras, alarm panels, z-Wave devices, sensors etc.
• Ability to adapt to a fast-paced call center environment.
• Stable work history
• A willingness and desire to assist others
• Great interpersonal skills and prior customer service experience, preferably in a call center environment.
• Prior security industry experience is a plus

REQUIREMENTS

• High school graduate or equivalent.
• Technical degrees/certifications are a plus.
• Ability to work second shift five days including one weekend day.
• Recent technical support experience in a call center environment.
• Must be able to pass pre-employment background and drug screen.
• Ability to utilize PC keyboarding efficiently and accurately with proficient data entry skills.
• Type a minimum of 30-40 wpm.

WORK FROM HOME REQUIREMENTS

This role is a work from home position providing the following requirements are met:

• Must have a quiet, distraction-free WFH space that allows for uninterrupted work during the entire shift and quiet and professional conversations with customers.
• Must have proper IT set up to allow for uninterrupted internet connectivity
• Must have a Windows 10 PC with: 215 MB of free disk space, a minimum of 8 GB random access memory (RAM) is required, Quad Core x86 or equivalent at a minimum, Intel Processor gen 4 or newer preferred. (i3, i5, i7), High Speed Internet with a minimum download speed of 25mbps and upload speed of at least 10 mbps