On-site Customer Support Specialist

Customer Support Specialist

SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of our success. Join our team and become part of a culture dedicated to excellence and innovation.

Job Summary:

The Customer Support Specialist – VSG (Virtual Security Guard) provides on-site assistance to residents and staff at area communities serviced by SafeTouch Security. This role focuses on helping customers with account services and mobile application support, ensuring smooth access to community systems. The Customer Support Specialist serves as the face of SafeTouch Security, providing first-rate technical and administrative support to our clients with professionalism and accuracy.

Duties and Responsibilities:

• Provide face-to-face support and deliver excellent customer service. If unable to successfully resolve customer concerns and needs, follow SafeTouch escalation workflows and escalate immediately to Customer Care or other relevant leadership.
• Troubleshoot and resolve customer issues, including programming and troubleshooting IP cameras and access control to communities and small businesses. Act as a first line of support before service appointments are needed.
• Schedule service appointments using Smart Service when troubleshooting does not resolve the issue.
• Serve as the primary point of contact for residents and staff regarding account and mobile application issues.
• Assist residents who are unable to log in via mobile devices using Proptia.
• Troubleshoot mobile credential issues for community access.
• Add new residents to profiles and update existing account information.
• Act as a liaison between customers and various departments.
• Educate residents and staff on mobile applications effectively.
• Document issues and resolutions for tracking and improvement.
• Uphold SafeTouch Security's values and represent the company professionally in all interactions.
• Promote and maintain a safe environment.
• Perform additional duties as required to support business needs.

Requirements:

• High School diploma or equivalent required.
• Minimum of one year of applicable experience in a related customer service or technical support environment.
• Tech-savvy with modern technology and software tools. Strong technical aptitude with Microsoft Office Suite and CRM or access control software systems. Experience with Proptia and Smart Service is a plus. Quickly learn other applications and technical information.
• Solid technical troubleshooting skills for apps on mobile devices using platforms (iOS, Android), with experience in account management.
• Strong interpersonal, communication, and critical thinking skills, with the ability to provide effective in-person, hands-on support while maintaining confidentiality.
• Professional, positive, and organized, able to multitask accurately and document issues and resolutions clearly.
• Coachable and receptive to feedback, demonstrating openness to ongoing development.
• Work well both independently and in a team environment.
• Safety first mindset.
• Pass a drug screen and background check.
• Valid driver's license with a driving record that meets insurance requirements (if applicable).
• Bilingual is a plus.

Physical Requirements:

• Work indoors and outdoors in varying weather conditions.
• Stand, walk, or remain seated at a desk for extended periods.
• Occasionally move light objects.
• Observe details at close range.
• Handle products, take notes, operate technology, and present information.
• Read documents and presentations using electronic devices and hard copy materials while interacting with others.
• Exchange accurate information in person, over the phone, in writing, and electronically.
• Communicate clearly and articulately for presentations and interpersonal interactions so others will understand.
• May be exposed to loud noise.
• Drive to work, client sites, and as business needs require.
• Navigate uneven or slippery surfaces or both.
• Safely ascend and descend stairs as needed.

Job Type: Part-time, non-exempt

Work/Base Location: Sarasota, FL, onsite at the community office.

Work Hours/Availability: Regular work hours 24 – 32 hours a week with availability to work shifts between 9:00 AM to 5:00 PM, Monday through Friday. Flexibility to work different days or hours as needed. Potential to go from contract to full-time.

Travel: 20% - 25% (for training and other business reasons)

Salary Range: $18 - 20/hour

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

SafeTouch is a certified Minority Business Enterprise (MBE) by the National Minority Supplier Development Council (NMSDC) and the National Association of Investment Companies (NAIC).