Technical Assistance Agent

4 weeks ago

Liberty Lake, United States Alarm Full time
Job Overview

About Us

Alarm is a leading provider in the security technology sector, dedicated to delivering innovative solutions for surveillance, loss prevention, and operational intelligence. With a commitment to excellence, we have established a reputation for providing a user-friendly, all-encompassing video management system complemented by exceptional customer service. Our products are utilized in various environments, including educational institutions, healthcare facilities, financial institutions, and retail spaces worldwide.

Position Summary

As a Customer Support Specialist, your primary responsibility will be to assist clients with all Alarm products and related software. You will engage with customers via phone and email, addressing inquiries and troubleshooting issues related to our security solutions. This includes Digital Video Recorders, Security Cameras, Network Switches, and Routers, along with their associated software. In this role, you will diagnose and resolve customer hardware, software, and network challenges promptly and effectively. Joining Alarm offers you the chance to expand your technical knowledge and advance your career within our organization.

Key Responsibilities

  • Diagnose and resolve network communication issues, including router malfunctions and WAN outages.
  • Address software and hardware challenges, user processes, and mechanical operations.
  • Provide support to customers through phone, email, and remote assistance tools.
  • Exemplify Alarm's commitment to outstanding customer service by delivering friendly and professional support.
  • Contribute to the development of knowledge base articles to enhance customer self-service options.
  • Stay updated on new technologies and take on additional responsibilities as the company evolves.

Qualifications

  • High School Diploma or equivalent.
  • 2-5 years of experience in customer service, with a focus on troubleshooting and repairing DVR and CCTV systems.
  • Strong verbal and written communication skills.
  • Proactive problem-solver with a flexible and responsible approach.
  • Able to thrive in a collaborative team environment.
  • Enjoy engaging with customers and assisting them with their needs.
  • Willingness to work on-site.
  • Additional duties as assigned.

Preferred Skills

  • Understanding of basic networking operations and protocols, with the ability to assist in networking projects.
  • Familiarity with the security industry, including cameras, DVRs, sensors, and relays.
  • Knowledge of electrical wiring and proper grounding techniques.
  • Experience with Linux operating systems.

Benefits at Alarm

  • Competitive hourly wage with potential for annual bonuses.
  • Opportunity to purchase company stock at a discounted rate.
  • Supportive and creative work culture that encourages idea sharing.
  • Casual dress code.
  • Comprehensive medical, dental, vision, and prescription benefits starting from day one.
  • Generous 401k matching program.
  • Company-paid disability and life insurance.
  • Paid parental leave.
  • 15 days of paid vacation per year, increasing with tenure.
  • Accrued paid sick/wellness time.
  • 9 paid holidays annually.
  • Educational assistance for professional development.
  • Employee equipment program for home use.

Equal Opportunity Employer

Alarm is committed to creating a diverse environment and is proud to be an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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