National Support Specialist

2 days ago


Hickory, North Carolina, United States Automated System Design Full time
Job Description

Job Title: National Support Specialist

Reports to: Customer Success Manager

Location: Hickory, NC, Huntsville AL, Alpharetta GA

Job Summary: We are seeking a highly motivated and detail-oriented National Support Specialist to join our team. As a National Support Specialist, you will be the primary contact for clients and technicians regarding support tickets. Your key responsibilities will include coordination and communication, scheduling and ticket management, customer service excellence, project estimates, activity management, collaboration, and CRM updates.

Key Responsibilities:

  • Act as a liaison between clients and technicians.
  • Ensure all support services are scheduled and closed promptly.
  • Prioritize client satisfaction and deliver exceptional service.
  • Provide estimates for small to medium-sized projects.
  • Coordinate efforts among field technicians, on-site contacts, and clients.
  • Work closely with other departments to resolve customer issues.
  • Maintain accurate project status updates in CRM/project management software.

Requirements:

  • Associate degree preferred or equivalent work experience.
  • Familiarity with one or more of the following areas is a plus: networking, access control, CCTV, low voltage cabling, wireless networks, AV systems, intrusion detection systems.

Core Competencies:

  • Proactive Doer: Enjoy crossing tasks off your list and finding solutions to challenges.
  • Customer Obsessed: Operate with urgency and keep client satisfaction as your top priority.
  • Organizational and Communication Skills: Exhibit strong written and verbal communication abilities.

Benefits:

KPV (key performance variables) Based Bonus plan for high performers

100% Paid Medical and Dental

Up to dollar-for-dollar 401k matching (you are eligible for this after your 90-day waiting period)

15 days of PTO in your first two years and more with tenure

Family 1st moto and belief

Promotions and room for growth within

Our People & Culture

ASD's culture empowers our people to be who they are, contribute honestly, and make a difference individually and collectively. Prioritizing diversity enables us to leverage different ideas and unique perspectives to bring more creative and innovative solutions to everything we do.

Who We Are

ASD is committed to providing our AASDIs, customers, vendors, and associates with the highest level of professionalism. To do so, our team is trained to embody the following core values and use them as a guide when making decisions every day.

Trust: We are known for our candor and integrity, give our best effort, and expect the best in others.

Respect: We treat people with high regard, independent of status or stance, to build enduring and mutually beneficial relationships.

Attitude: We inspire others with our positive perspective and have an unwavering thirst for excellence.

Commitment: We care intensely about the success of our clients and exhibit a bias towards action.



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