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Security Support Tech II

1 month ago

Monroe, United States Pye Barker Fire & Safety Full time

Come Help us Protect What Matters Most

Brightspeed Security Systems, a Pye-Barker company is hiring a Security Support Technician II in our Monroe, LA branch.

Summary:

This administrative position will be responsible for a working in a wide variety of departments throughout the Security organization. These departments include the front office, central station, customer support, real estate, and parts departments.

Duties and Responsibilities:
  • Receptionist-Open Lobby for business, check drop box for payments, greet walk in customers, process payments, and equipment orders from walk-in customers.
  • Billing-Process refunds, special billing requests, adjustment requests, set up tax exempt customers, and resolve complex billing issues.
  • Collections-Responsible for resolving overdue bills and collection payments from the individuals and businesses responsible for the debt, identifying accounts with overdue payments, complete audits regularly for all accounts that are in arrears.
  • Research and process customer requested disconnects.
  • Act as high-profile account liaison, maintain productive relationship with high profile customers, be attentive to the client's needs and requests. Process special billing as required by the account, and process invoices for payment.
  • Escalated issues- respond to and manage complaints and escalations from customers relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues.
  • Take phone calls from customers communicating with them through messaging platforms, emails, and fax, entering sales leads calls into sales tracker, and quickly forming solutions to return helping customers diagnose technical issues and answering questions analyzing problems and quickly forming solutions to return systems to proper operation.
  • Input data for new accounts, update existing accounts as needed, and process routine data reports to identify and verify outdated data and make necessary changes to bring customer accounts current.
  • Assist customers with maintaining day-to-day system operations editing open/close schedules, auto arming, code activations/deactivations.
  • Maintain detailed records of the actions with customers, installation activities, reported issues and completed solutions along with any further actions required of management or repair personnel.
  • Support field technicians via phone, chat, and e-mail regarding installation, maintenance, system connectivity issues, and other similar concerns with hardware and software and other equipment as needed. Troubleshooting issues with existing access control, CCTV, burglary, and fire equipment, configure new devices being added to the system and confirming functionality.
  • Work with multiple vendor sites using their process and systems to complete activations of new field equipment, use vendor software to help diagnose equipment issues or connectivity issue
  • Dispatch/Scheduling- Answer and respond to emergency and non-emergency calls. Create, triage, and schedule service requests for Field technicians, customer requests and immediate needs while determining best possible routing and time allotment.
  • Call customers to confirm new installation appointment and time.
  • Process completed tickets-Create new orders in Billing system for service charges and equipment additions associated with service calls.
  • Update and maintain all Service queues daily/weekly as required.
  • Regularly examine data reports to locate and resolve inaccuracies. Gather, arrange, and inspect data using various procedures and reports associated with customer accounts and ticket processing.
  • New Account set up- Process customer orders by entering information into sales tracker, completing credit checks, entering contract information into billing system, creating ticket, and scheduling installation. Create a new account in Monitoring software system, enter system definitions and parameters, update all customer contact information find, and verify authority jurisdiction for police and fire dispatches, create a new customer folder and generate all required paperwork and reports.
  • Sales- Distribute sales leads from referrals, emails, phone calls to account managers. Track up sales for team members
  • Input all required paperwork into Document retention software.
  • Billing-create invoices for industrial jobs, complete billing sign off, enter hours in sales tracker and close installation tickets, and complete final authorization approval for billing release of all new accounts, create and bill change orders for customer addons/ and new services, Answer Level 1 billing questions for customers.
  • Sales- communicate the benefits of company products to drive sales while supporting existing clients with information and assistance that relates to products and services, perform cost benefit, and needs analysis of existing customers to continually meet their growing needs.
  • Create and process new contracts for signature and fulfillment, Enter new orders in billing system.
  • Increase personal technical knowledge about all offered products by reading publications, operating manuals and diagnostic information and attending continued education classes as required to keep licensing up to date.
  • Special projects as assigned.

Must Have:

  • High School diploma or GED required.
  • Must be qualified to be licensed in all state where we conduct business.
  • Excellent and effective communication and interpersonal skills (oral and written) with the ability to correspond proficiently and in a formal and professional manner with customers.
  • Strong analytical and problem-solving skills
  • Strong organizational, attention to detail, and time management skills with the ability to prioritize tasks.
  • Experience or training in the operations of all office equipment
  • Proficient with or the ability to quickly learn an array of computer software programs.
  • Proficient with Microsoft Suite and related software
  • Strong typing/keyboarding skills with ability to type ≥30 WPM preferred.
  • Self-motivated and able to work with minimal direct supervision.
  • Ability and willingness to learn new processes, procedures, and systems.
  • Team player with good interpersonal skills
  • Proficient in written and oral English

A plus if you have:
  • Experience within the products and services in the security field
  • Experience with dispatching and scheduling field techs
  • Experience with billing customer
  • Experience with collections

Physical Demands:

  • Work is mostly sedentary, performed indoors from company office, while operating a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Requires ability to work a flexible schedule with occasional overtime, as required.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.



Job Posted by ApplicantPro