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Customer Support Specialist

2 months ago

Indian Trail, North Carolina, United States Securitas Electronic Security Inc Full time
Job Title: Customer Support Specialist

We are seeking a highly skilled Customer Support Specialist to join our team at Securitas Electronic Security Inc. As a key member of our support team, you will be responsible for providing technical assistance to field technicians and customers, troubleshooting programming problems, and interpreting incoming data.

Key Responsibilities:
  • Assist field technicians with the installation of alarm equipment through programming multiple types of alarm panels.
  • Perform system tests with technicians and customers to ensure proper operation of alarm equipment.
  • Verify alarm program information to ensure proper responses, essential alarm functions, and correct customer options.
  • Utilize multiple software programs to upload and download essential data to alarm program boards.
  • Edit and maintain video router information.
  • Receive and enter zone descriptions, instructions, and responses into MAS once individual zones have been tested from the install site.
  • Answer incoming calls from customers to activate Pending Install accounts and verify procedures and dispatch instructions.
  • Process and maintain cellular account information by placing service calls to technicians to check the cell backup unit for excessive airtime.
  • Follow up on pending installation accounts over one year old by verifying with sales representatives, customers, field technicians, and managers.
  • Process Remote Programming change requests by downloading to alarm panels, including pin number changes and user updates.
  • Troubleshoot alarm program problems, including test timer reporting, open and close reports, and all zone reporting functions.
  • Assist customers with arming, disarming, and pin number changes over the phone.
  • Handle confidential customer paperwork and emails.
Requirements:
  • High School diploma or equivalent required, Associate's degree preferred.
  • 3-5 years of work experience.
  • Skilled in process documentation, project tracking, and prioritization.
  • Knowledge of MAS, MASVideo, Bosch RPS, Honeywell COMPASS, DMP Remotelink, Pacom GMS, GE Enterprise, GE DL900, DSL, LFAS, and NAPCO.
  • Exceptional customer communication skills.

We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance, and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we serve.