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Technical Support Customer Service Representative

2 months ago

Danbury, United States acre security Full time
Job DescriptionJob Description

Are you passionate about shaping the future of security solutions? Do you thrive in an environment that values innovation and teamwork? If so, acre security is the place for you  Join us in making the world a safer place, one innovation at a time. 
 

Position: Technical Support Customer Service Representative 

Location: Danbury, CT 
 

A Bit About Us:  

At acre, we're not just creating security solutions; we're crafting peace of mind. Since our inception in 2012, we've been at the forefront of innovation in access control, visitor management, and intrusion software. Join us in our mission to provide top-notch security solutions globally. 

Role Summary: 

Our Comnet business unit provides secure communications networking solutions, including industrial-grade Ethernet switches, network extenders, media converters, edge computing and video storage appliances, remote network management solutions, and ancillary products.  

We are seeking a dynamic Technical Support Rep to handle initial customer interactions. This role involves answering incoming calls, emails, and information requests, following up on support issues, and maintaining a professional and customer-friendly disposition.  

What You’ll Do: 

In addition to the above, you’ll focus on the following: 

  • Handles initial contact with customers and gathers information details including: 
  • Determine if the call is pre or post-sales support. 
  • Product information (model, serial number, problem description). 
  • Customer contact information (email and phone).  
  • Enter gathered information in a ticket system and prioritize calls accordingly. 
  • Provide specification sheets and level 1 technical support. 
  • Assist RMA coordinator with prioritizing RMA returns. 
  • Provide world class customer support in a global support center. 
  • Answering incoming calls, emails, and requests for information 
  • Follow-up with customers on support issues 
  • Documenting calls with product information, problem description, and customer contact information in the ticketing system. 
  • Provide warranty information, datasheets, and product information. 
  • Serves as the first contact for both customers and potential customers.   
  • Communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition. 
  • Perform other duties as assigned. 
  • Create weekly and monthly reports as directed by leadership.  
  • Accurately forecast sales opportunities. 

What You'll Need to be Successful  

  • High school diploma or equivalent 
  • 1 year of Customer Service experience 
  • Demonstrated proficient verbal and written communication skills. 
  • Demonstrated troubleshooting and problem-solving skills 
  • Software and hardware operation as well as keyboarding experience 
  • Comfortable with Microsoft Office – Word, Excel, Outlook 
  • Preferred Technical background with networking and server products. 
  • Experience with Salesforce.com 

What You’ll Get From Us: 

At acre, we offer more than just a job. Join us and access exciting opportunities: 

  • Innovate—Be part of groundbreaking solutions that redefine our industry. Join a team of disruptors who challenge the status quo. 
  • Collaborate—Work with a diverse group of industry experts, engineers, and visionaries who will inspire you to new heights. 
  • Impact—Help create a safer world with pioneering security initiatives and technologies that make a real difference. 
  • Grow—Access a variety of learning opportunities, from training programs and mentorship to industry conferences, to advance your career. 
  • Thrive—Enjoy a supportive and inclusive culture that encourages collaboration, champions initiative, and embraces new perspectives. 
  • Be Rewarded—Benefit from competitive compensation packages, performance-based incentives, and a range of perks that recognize your dedication. 

Joining acre isn't just a job; it's an invitation to a dynamic, forward-thinking community. Come join us if you're ready for a company that values innovation, customer-centricity, resilience, and unity – a place where your skills meet limitless possibilities. 

#LI-DNI

Acre security is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other characteristic protected by applicable law. We encourage applications from candidates of all backgrounds and experiences.

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