What are the responsibilities and job description for the Technical Support Specialist position at Surveillance 247 LLC?
Surveillance 247 is the sole distributor for sales, service, and installation of 247 Security products in New York, New Jersey, Pennsylvania, Ohio, Virginia, West Virginia, Maryland, Delaware, and the New England states. Surveillance 247 also offers service contracts to users of 247 Security products in Indiana. Furthermore, we do our work outside of our territory nationally completing work for our parent company 247 Security Inc.
We currently have a position available within our Technical Support Department. This position responsible for handling external customer inquiries via phone, email, chat, or remote session and internal employee basic issues face-to-face. This involves fielding product questions, collecting product information, providing best practices and troubleshooting, documenting outcomes and steps taken in CRM software, and where appropriate creating tickets to escalate troubleshooting to a higher Tier of Technical Support. You must have exceptional communication skills, the ability to foster positive interactions with Surveillance 247 end users and be team oriented.
Responsible for performing hardware repair on Service & Warranty equipment.
Responsibilities:
*Troubleshoots Customer product issues by Phone, Remote Session, or Email.
*Serves as primary support between product end users and Tier 2 & 3 Technical Support.
*Documents communication with Customers in CRM Software thoroughly and timely.
*Responds to customer inquiries within (1) business day of receipt.
*Proactively communicates with customers of how and when problems are resolved.
*Conveys customer feedback to assigned Team Leader.
*Works in collaboration with other departments when necessary to bring customer issues to resolution.
*Reports new issues reported by customers to assigned Team Leader for further investigation and remediation.
*Takes initiative to expand knowledge of 247 Product to better assist customers.
*Demonstrates ability to adapt to increased workload under high call volumes.
Required Skills:
*Call Center or Customer Service experience preferred.
*Strong problem solving and troubleshooting skills.
*Ability to multi-task and adapt to a fast-paced environment.
*Excellent verbal and written communication skills.
*Proficient PC skills.
*Excellent Time Management to ensure effective and timely delivery of service to customers.
*Capable of lifting 40lbs.
Salary : $38,500