What are the responsibilities and job description for the Technical Support position at Alert 360?
Alert 360 was awarded 'Best Place to Work' for six consecutive years in a row!
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 newfangled gadgets? At Alert 360, we provide home and business owners leading smart security and home automation solutions, and as a Call Center Technical Support Specialist, you'll advance your skills within our rapidly growing industry to help home-- all from the comfort of an air-conditioned national support center and comfy chair.
SHIFT HOURS - CALL CENTER ENVIRONMENT
- 1pm-10pm Shift with at least one weekend day - REQUIRED
- Training schedule is M-F 8-5 for the first 3 weeks
- Holiday availability REQUIRED.
- Must be flexible and willing to arrive early or leave later as customer needs dictate.
ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE TECH SUPPORT AGENT
- 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 OF THE TECH SUPPORT AGENT
- Prior technical support experience is required.
- 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.
- Experience working with companies such as Dish, GeekSquad and AT&T a plus!
- 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 OF THE TECH SUPPORT AGENT
- 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.
THE BENEFITS OF JOINING OUR TEAM
Because Alert 360 hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefits program that includes:
- Health coverage for you and your family through medical, dental, and vision plans
- A generous paid time off program starting at three weeks and increasing with your tenure
- A 401(k) plan where the company matches dollar-for-dollar on a generous % you contribute
- Financial protection through disability, life, and accidental death and dismemberment insurance
- To help you manage your work and life needs, we offer an employee assistance program, tuition reimbursement, and free home security monitoring with discounted security and home automation equipment.
When you join Alert 360, you do more than simply switch companies to advance your career. You become part of the Alert 360 family, a group of talented team members working together to Make It Happen!