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Customer Service Specialist

3 months ago

Kinston, United States DEPS Security Systems Full time
Description:

Overview:

DEPS - Down East Protection Systems -is a fast-growing security systems company, located in Kinston, NC that is focused on our vision - To be recognized as the most trusted provider of security systems and services in Eastern NC. We want team members with a can-do attitude, that live by our mission of Providing Peace of Mind by Protecting People and Property with Competence and Compassion.

Position Summary:

The Security Systems Customer Support Specialist is responsible for providing exceptional technical support and customer service to clients using our security systems. This role involves troubleshooting, diagnosing, and resolving technical issues related to security hardware and software, ensuring customer satisfaction, and maintaining a high level of expertise in our security products and services. We are looking for a candidate who embodies our core values of competence, compassion, accountability, attitude, respect, reliability, excellence, and enthusiasm.


Key Responsibilities:

  1. Customer Support:
    • Respond to customer inquiries via phone, email, or chat in a timely and professional manner, demonstrating compassion and respect for their concerns.
    • Provide technical assistance and support for incoming queries and issues related to security systems.
    • Diagnose and resolve technical hardware and software issues, including network configurations and security system integrations, with competence and reliability.
    • Guide customers through the installation, configuration, and troubleshooting processes with a positive attitude and enthusiasm.
  2. Technical Expertise:
    • Maintain up-to-date knowledge of company products, services, and security system technologies, striving for excellence.
    • Stay current with industry trends and best practices in security systems.
    • Assist in the creation and maintenance of technical documentation and knowledge base articles.
  3. Issue Resolution:
    • Identify and escalate complex technical issues for higher-level support when necessary, ensuring accountability.
    • Monitor and track support requests to ensure timely resolution and follow-up.
    • Collaborate with team members and other departments to resolve customer issues efficiently, promoting a culture of respect and reliability.
  4. Customer Training:
    • Conduct remote training sessions for customers on the use and maintenance of security systems, demonstrating competence and enthusiasm.
    • Develop and deliver training materials to help customers understand and optimize their security systems.
  5. Quality Assurance:
    • Participate in quality assurance processes to ensure that security systems meet customer requirements and expectations, upholding our standard of excellence.
    • Provide feedback to the product development team on recurring customer issues and potential product improvements.
  6. Reporting and Documentation:
    • Document all customer interactions and technical issues in the support ticketing system with accountability and reliability.
    • Generate regular reports on support activities, including metrics on response times, issue resolution, and customer satisfaction.
Requirements:

Qualifications:

  • Proven experience in a customer support or technical support role, preferably in the security systems industry.
  • Strong knowledge of security systems, including CCTV, access control, intrusion detection, and related software and hardware is preferred but not required.
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Proficiency in using support ticketing systems and remote support tools.
  • Demonstrated commitment to our core values of competence, compassion, accountability, attitude, respect, reliability, excellence, and enthusiasm.

Benefits:

  • Competitive salary and performance-based incentives.
  • Comprehensive health, dental, and vision insurance.
  • Retirement savings plan with company match.
  • Professional development opportunities and tuition reimbursement.
  • Friendly and collaborative work environment

Join our team as a Customer Support Specialist and help us ensure the safety and security of our customers through exceptional support and technical expertise, while embodying our core values every day.



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