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Technical Support Specialist

5 months ago

St Paul, United States Alula Full time

Job Type

Full-time

Description

ALULA is the leading professional security, IoT and smart home company. ALULA's flexible solutions enable our partners to efficiently adapt to the needs of today's modern home and business owners. We provide our customers with fully integrated solutions that encompass everything from hardware and embedded firmware to cloud software and mobile apps.

We are seeking an experienced, reliable and results-oriented Technical Support Specialist who enjoys working in a growing multi-state business. In this position, the main focus will be to answer phone calls, e-mails, and live chat support as they come in under the direction of the Tech Support Leader. This role requires strong attention to detail and complete confidentiality.

Essential Functions including but not limited to:

  • Work daily on a computer to provide information & support for customers.
  • Troubleshoot and resolve customer service inquiries while building a relationship with the customer
  • Defuse situations and escalate calls to the proper supervisor.
  • Transfer incoming calls to the appropriate departments.
  • Find common problems and report any on-going issues to the proper supervisor.
  • Keeps abreast of product features, capabilities and advancements and maintains a high degree of product knowledge.
  • Communicates customer feedback, trends and issues to the team and leadership.
  • Perform special projects as directed by management
  • Travel less than 10%
  • Telecommuting less than 10% with management approval
  • Work Schedule: 11:00 AM - 8:00 PM
  • Other duties as assigned
Requirements

Education, Work Experience and Skill Requirements:
  • High School diploma or equivalent required. Technical certifications or degree is a plus.
  • Strong customer service skills and must feel comfortable with answering phone calls daily to help resolve issues.
  • Ability to learn quickly and apply common sense problem solving.
  • Proficiency on computers. This position requires a lot of multi-tasking with multiple windows open.
  • A strong background in providing customer service over the phone.
  • One-year prior experience in the Alarm industry with basic knowledge of Control Panels (DSC, Honeywell, Vista, Etc.), how panels communicate, etc. preferred.
  • Excellent organization and time management skills with an ability to think proactively and prioritize work
  • Ability to communicate effectively and professionally both verbally and in writing with internal and external clients.
  • Advanced Microsoft Office skills, with an ability to become familiar with firm-specific programs and software
  • Ability to handle sensitive information with the highest degree of integrity and confidentiality
  • Flexible and able to accommodate changing priorities and directions in a fast pace environment
  • Ability to work independently as well as in a team environment

Come join a market leading company that is fun, humble and committed to their employees and partners. We have a collaborative team culture and we help make lives safer every day. You will have access to products to keep your home protected. We offer competitive compensation, great benefits, PTO and so much more.

We are an Equal Opportunity Employer.

Ready to join an innovative company? Apply now...

For more information please visit: www.ALULA.net