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Customer Support Monitoring Specialist

2 months ago

Knoxville, Tennessee, United States DEFENDERS Full time
Company Overview:

DEFENDERS has been dedicated to safeguarding lives since its inception. As a leading provider of smart home security solutions, we are committed to protecting families, businesses, and larger commercial clients daily. Our ongoing innovation, cutting-edge technology, and strategic collaborations deliver products and services that ensure the safety of lives and valuables, whether at home, in business, or on the move. Our mission is clear: we are here to save lives.

Why Choose DEFENDERS?
At DEFENDERS, our work transcends mere employment; it embodies a noble purpose. We are the foremost provider of electronic security, interactive home and business automation, and monitoring services for residential and small business clients. Every team member, from leadership to support staff, is united under one noble cause: we help save lives. You are more than just an employee; you are a vital part of our mission that impacts our customers' lives every day.

Key Responsibilities:

We have an outstanding career opportunity for a Hybrid Customer Support Monitoring Specialist.

A Customer Support Monitoring Specialist is responsible for overseeing and dispatching the appropriate authorities for residential and small business alarm activations, as well as contacting designated responsible parties. This role is crucial in our mission to protect lives and is the initial step in safeguarding our clients when an alarm signal is triggered.

Training is conducted onsite during weekdays.
***Post-training, this position requires a Hybrid schedule of 2 days remote and 3 days in-office.***

A typical day for a Customer Support Monitoring Specialist may include:
  • Managing incoming alarm notifications and making outgoing calls to confirm alarm activities, dispatching the necessary authorities, and informing responsible parties.
  • Meticulously documenting alarm handling procedures within the alarm management system.
  • Executing alarm processing in line with departmental protocols.
  • Providing alarm reset guidance and basic troubleshooting assistance to customers during outbound and inbound calls.
  • Responding to inbound inquiries related to alarm callbacks.
When you commit to us, we commit to you. Our employees enjoy a comprehensive benefits package that includes:
  • Paid virtual training, with some in-person attendance required based on business needs.
  • VDI training prerequisites:
  • Designated workspace for remote work
  • High-speed internet connection, with the ability to connect via ethernet from the modem to your PC
  • Minimum internet speed of 25mbps for downloads and 15mbps for uploads
What’s in it for you?
  • You play a crucial role in saving lives.
  • DEFENDERS provides all necessary equipment and resources to ensure your success, including paid on-the-job training.
  • We offer competitive compensation, paid time off, pet insurance, and additional perks (401k with matching, comprehensive health benefits, etc.). We also provide tuition reimbursement for educational pursuits, adoption assistance, volunteer opportunities, childcare, and eldercare resources, among others.
  • DEFENDERS has a shift-differential policy that offers supplemental pay during peak customer call volumes and less desirable shifts.
  • Pathway to advancement. DEFENDERS offers opportunities and training to explore exciting career paths within the organization that will continue to challenge and empower you.
We seek candidates with achievements they are proud of, such as:
  • High school diploma or equivalent required.
  • At least six (6) months of customer service experience required.
  • Ability to obtain licenses in multiple states.
  • Technical aptitude, problem-solving skills, and the ability to manage multiple priorities effectively.
Compensation and Benefits:

Employees will receive an hourly pay rate of $17.50 effective on their start date, with an additional $1.50 per hour for being a Hybrid employee. We provide access to healthcare benefits, a 401(k) plan with company matching, short-term and long-term disability coverage, life insurance, wellness benefits, and paid time off, among other offerings. Employees accrue up to 120 hours of paid time off in their first year, with an increased accrual rate thereafter. We also provide 6 paid holidays.

DEFENDERS is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. DEFENDERS strives to ensure every employee and applicant feels valued.