Remote Support Specialist

Remote Support Specialist I

Summary Description:

Under the general direction of the Remote Support Manager, provide technical support over the phone and with remote computer access to both End-User Clients and Federal Protection Installers & Service Technicians. This includes both hardware and software support for Federal Protection equipment.

Responsibilities:

• Answer phone calls and emails coming into the Support Services queue in a timely manner. This includes both Client and Federal Protection Team member calls.
• Create “Cases” in Salesforce for all phone calls that do not currently have an existing open case in Salesforce.
• Use critical thinking skills to guide clients and co-workers to resolution of cases.
• Use proper time management to determine when a case must be elevated to include additional resources to provide a resolution.
• Maintain detailed documentation in Salesforce when working on a case. This includes but is not limited to updating ticket status, logging calls, logging emails, description of work performed, updating special instructions.
• Update internal Knowledge Base to reflect solutions provided that could assist others in the future.
• Troubleshoot FP installed systems over the phone and remotely over a PC. These include Access Control, Video Systems, Intercom Systems, Network Switches, Access Points, Security Systems, Fire Systems and other systems as assigned.
• Collaborate with the TEAM as needed to provide an accurate and efficient resolution to “Cases”.
• Assist and apply with system licenses as needed.
• Provide End-User client training over phone or video conference during completion of system installation.
• Assist in developing Installer and Technician training resources to better equip TEAM members to SERVE our clients.
• Configure mobile application access for customers and technicians.
• Other duties as assigned.
• Troubleshooting/problem-solving skills and a positive, can-do attitude. A professional customer-focused mentality is a must.

Requirements:

• Proficiency in English.
• Must have good verbal and written communication skills.
• Customer-oriented.
• Excellent troubleshooting and problem-solving skills.
• Good understanding of computer systems.
• Available to work overtime.
• Detail oriented
• Ability to diagnose and resolve basic computer technical issues.
• Able to climb a ladder and lift up to 50 lbs.
• Minimum of High School Diploma or GED
• Be able to work overtime as assigned
• Be a member of the after-hours and weekend on-call rotation
• Achieve manufacturer certifications as assigned

Knowledge & Skills:

• Minimum of High School Diploma or GED
• Basic electronics knowledge and troubleshooting
• Basic network fundamentals including LAN/WAN configurations & Port forwarding
• Prior customer service experience
• CompTIA A and/or Network or equivalent knowledge preferred

FLSA STATUS:

• Non-Exempt
• Job Type: Full-time