Fire Alarm Technical Support Specialist

We are looking for a TECHNICAL SUPPORT REPRESENTATIVE which the purpose of providing over-the-phone technical support for FIRE SYSTEMS INSTALL/SERVICING TO FIELD PERSONS, to work for the leading manufacturer of fire safety products, there’s more to safety than equipment and technology, fully in office (M-F) in Bradenton, FL. The ideal candidate has previous fire systems installation/service experience and/or experience working with commercial fire alarm control panels and detection products, and is comfortable in an in-office support role. This a 6 month contract-to-hire, meaning you will be converted full time (which includes PTO, Holiday Pay, etc.) after 6 months.

Job Summary:

• Provide technical support regarding fire safety systems via telephone, email, or chat.
• Help to reduce technical field installation time and application errors.
• Ensure accuracy of technical information provided to customers.
• Provide timely solutions to technical field problems requiring attention to detail.
• Answer incoming phone calls regarding issues with Fire Alarm and Detection products. (Approx. 20-25 calls/day)
• Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes.
• Responds to basic customer inquiries related to installation, modification, upgrade, maintenance, and repair of the company products or equipment purchased.

Minimum Requirements:

• Willingness to work fully in office Monday-Friday in Bradenton, FL
• Ability to complete cleared criminal background check and drug screening
• HS Diploma or higher
• Previous fire systems installation/service experience is a plus. Experience working with commercial fire alarm control panels and detection products.
• Nicet Level I certification is a plus
• Comfortable with over-the-phone support, taking 20-25 calls per day
• Strong Interpersonal skills, strong technical aptitude – Ability to learn quickly
• Motivated to provide world class customer support
• Network or PC related experience (troubleshooting, building, supporting)