Customer Service/Technical Support Representative

Position Overview

We are seeking a motivated and detail-oriented Customer Service Representative / Technical Support Representative to join our team at LOUD Security Systems, a leader in electronic security and life safety solutions. The ideal candidate will serve as the first point of contact for customers, providing exceptional support for our range of products and services.

This role includes troubleshooting technical issues, scheduling service tickets for technicians, and ensuring customer satisfaction while maintaining a strong focus on safety and security.

Key Responsibilities

Customer Service:

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Provide clear and accurate information regarding products, services, billing, and policies.
• Resolve customer complaints by identifying the issue, proposing solutions, and following up to ensure resolution.
• Maintain detailed records of customer interactions, inquiries, complaints, and actions taken in the CRM system.

Technical Support:

• Troubleshoot and diagnose technical issues related to electronic security systems, including alarm systems, surveillance cameras, access control, and life safety systems .
• Guide customers through step-by-step solutions, software updates, and configurations.
• Escalate complex technical problems to higher-level support teams when necessary, ensuring timely follow-up.
• Collaborate with internal teams to test and replicate customer-reported issues for resolution.

Service Scheduling:

• Create, manage, and prioritize service tickets for field technicians based on customer needs and urgency.
• Coordinate with ustomers to schedule appointments and ensure timely service delivery.
• Communicate service details, including the nature of the issue, location, and required equipment, to technicians.
• Monitor the progress of open tickets and follow up with customers to confirm service completion and satisfaction.
• Ensure accurate documentation of all service-related activities within the scheduling and CRM systems.

Customer Relationship Management:

• Build and maintain strong relationships with customers by ensuring their concerns are addressed effectively and promptly.
• Proactively educate customers about product features, best practices, and maintenance to improve user experience and satisfaction.
• Identify opportunities to upsell or recommend additional products and services based on customer needs.

Qualifications and Skills

Education:

• High school diploma or equivalent required; degree or certifications in a related field is a plus.

Experience:

• 1 years of customer service or technical support experience, preferably in the electronic security or life safety industry.
• Experience with scheduling and coordinating field service teams is highly desirable.

Technical Skills:

• Basic knowledge of electronic security systems such as alarms, CCTV, or access control is preferred.
• Familiarity with CRM software, ticketing systems, and scheduling tools.
• Ability to explain technical concepts in layman’s terms.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Exceptional organizational and multitasking skills.
• Empathy, patience, and a customer-focused attitude.
• Ability to work effectively under pressure and manage multiple tasks.

Apply Today

If you’re passionate about providing outstanding customer experiences, have a knack for solving technical problems, and enjoy coordinating service delivery, we’d love to hear from you! Submit your resume and cover letter to Brad@loudsecurity.com.

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Kennesaw, GA 30144 (Required)

Ability to Relocate:

• Kennesaw, GA 30144: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $19