Customer Support Specialist

2 months ago

San Antonio, Texas, United States Aegis Security Solutions Full time
Job Overview

Position: Technical Support & Sales Specialist

Aegis Security Solutions is in search of a dedicated Technical Support/Sales Specialist. The main responsibility of this role is to address and resolve inquiries from both clients and field technicians regarding operational and programming issues. This includes managing uploads and downloads of requested modifications from customers and technicians. Additionally, the specialist will present and clarify our smart home solutions to both existing and prospective clients through various communication channels.

Key Responsibilities:

  • Deliver technical and customer assistance via phone for incoming inquiries.
  • Diagnose a range of technical support challenges and guide customers through resolutions over the phone.
  • Acquire comprehensive knowledge of security systems, smart home offerings, product lines, and installation methods.
  • Introduce and elucidate our smart home solutions to both current and potential clients through direct interaction and telecommunication.
  • Provide IT support to ensure the functionality of computer systems within the office and at client locations.

Knowledge, Skills, and Abilities:

Knowledge:

  • Proficient in using computer applications, particularly Microsoft Office Suite (Word, Excel, Access, Outlook), and the Internet.
  • Understanding of company operations is crucial for this role.

Skills:

  • Exceptional time management, planning, and proactive thinking abilities.
  • Self-driven with a professional demeanor.
  • Outstanding communication, listening, and telephone skills.
  • Strong team collaboration, customer service, and interpersonal skills.
  • Proficient in decision-making, problem-solving, and negotiation.
  • Highly organized and detail-oriented.
  • Technical skills in alarm programming, maintenance, and installation are advantageous.
  • Familiarity with computer hardware, networking, and common IT management software.
  • Occasional need for creativity, mentoring, and training capabilities.
  • Consistent use of discretion is essential.
  • Typing speed of 30 words per minute.

Abilities:

  • Capability to perform clerical tasks.
  • Ability to read and interpret various documents such as safety guidelines, operational instructions, and procedural manuals.
  • Competence in writing routine reports and correspondence.
  • Ability to communicate effectively in front of groups of clients or employees.
  • Mathematical skills to perform basic calculations and interpret data.
  • Ability to apply common sense to follow instructions provided in written, oral, or diagrammatic forms.
  • Ability to manage problems involving multiple concrete variables in standardized situations.
  • Adaptability to changes in the work environment and the ability to manage competing demands.
  • Ability to maintain focus on tasks over extended periods without distraction.
  • Ability to remain composed and manage emotions in challenging situations.

Qualifications:

  • High school diploma or equivalent is required.

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