Customer Support Representative

2 weeks ago

Indianapolis, United States Nelson Alarm Full time
Job DescriptionJob Description

Nelson Alarm is a full-service security company providing Indianapolis and the surrounding communities with a wide range of customized security services. Providing our customers with “Only the Best” has been our goal since the first day we opened our doors. Knowledgeable sales team, friendly office staff and 24-hour service are just a few of the ways we work to achieve this goal.

Position Summary: ​

The Customer Support Representative will work closely with management as this is a critical position within the organization. The individual will provide support to company field technicians and to customers requiring technical troubleshooting. The ideal candidate will have a can-do personality, be well organized, extremely detail focused and have excellent communication skills. This position requires a high energy individual that can multi-task and take multiple inbound calls from company technicians and customers each day.

Responsibilities Include:

• Prioritize customer related service requests effectively and efficiently by utilizing industry and Nelson Alarm “Best Practices” of time-based guidelines and methods in job approach.

• Handle inbound calls from customers and field technicians in a prompt and professional manner. Deliver high quality service to build customer relationships and drive customer retention during each and every interaction.

• Provide tier I and II technical support to customers in efforts to troubleshoot and isolate alarm, video, access control problems via phone or internet connectivity and potentially schedule a service call if problem is unresolved. This requires utilizing available resources and tools such as AlarmNet, Compass, Alarm.com, Axis Camera Station, DSX, PDK, etc. to resolve the problem.

• Assist field technicians to program and perform functional testing on installed field devices. Upload-download alarm panel programing changes and updates as required.

• Manage recurring service calls and inspections for all customers.

• Provide feedback to management regarding customer comments as a basis to develop ideas for improved services, processes and procedures.

• Achieve assigned goals and objectives set by the company.

• Perform other duties as assigned.

Ideal Candidate:

  • Technical background to ensure proper functionality of equipment, systems and automation platform support.
  • Knowledge of alarm and security industry is a plus.
  • Excellent verbal, typing, written and customer service skills. Detail oriented is a must
  • Takes initiatives, pursues opportunities, and tackles goals and objectives established.
  • Experienced in a fast-paced and team-oriented environment, results driven.
  • Must be very analytical and have excellent time management, organizational and problem-solving skills.
  • Exceptional computer skills on a PC.
  • Proficient in Microsoft Office and ability to learn new applications.
  • Ability to work normal business hours 8-5pm with occasional overtime as necessary.

Benefits:

  • Competitive compensation.
  • Career development and advancement opportunities.
  • Casual attire throughout the week.
  • Friendly, open and team-oriented work atmosphere.
  • Excellent benefits including generous medical, vision, dental and life insurance.
  • Retirement plan with a company match.
Company DescriptionNelson Alarm is a full-service security company providing Indianapolis and the surrounding communities with a wide range of customized security services. Providing our customers with “Only the Best” has been our goal since the first day we opened our doors. Knowledgeable sales team, friendly office staff and 24-hour service are just a few of the ways we work to achieve this goal.Company DescriptionNelson Alarm is a full-service security company providing Indianapolis and the surrounding communities with a wide range of customized security services. Providing our customers with “Only the Best” has been our goal since the first day we opened our doors. Knowledgeable sales team, friendly office staff and 24-hour service are just a few of the ways we work to achieve this goal.

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