Technical Support Specialist

4 weeks ago


GondrecourtleChâteau, Grand Est, United States Alula Full time
Job Summary

ALULA is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our customers. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.

Key Responsibilities
  • Provide technical support to customers via phone, email, and live chat
  • Troubleshoot and resolve customer service inquiries
  • 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: 10:00 AM - 7:00 PM
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

We offer competitive compensation, great benefits, PTO and so much more. 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.


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