The Customer Tech Support Specialist will assist both residential and commercial customers with complex security and fire alarm issues and help program automated items such as thermostats, sensors, door locks, light modules and key fobs. Ideal representatives will strive to successfully resolve the customers issue while keeping the best interests of the company and customer in mind.
Answer incoming technical-related calls from existing commercial and residential customers regarding Guardians products and services.
Engage with our valued customers by problem solving, deescalating, and resolving issues and concerns.
Review accounts for accuracy, enhancing the departments ability to maximize profitability and resolution.
Interact with customers to provide excellent support and accurate information on Guardians products and solutions.
Provide solutions to customers technical issues by identifying the problem, researching answers, and guiding the customer step-by-step through corrective measures for one-call resolution.
Help customers with the installation of cameras, battery replacements, fire systems and other components including but not limited to remote programming.
Provide recommendations on upgrades to the customers current home security alarm or highlight advances in home automation.
Assign technicians to visit a customers home or business if their issue cannot be resolved effectively over the phone.
Proactively work to assist others in achieving the organizations objectives.
Ensure that appropriate actions are taken to resolve customers problems and concerns on the first call.
Maintain customer accounts and records of customer interactions with accurate details of inquiries, complaints, or comments in MAStermind and CRM.
Use gained knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
Diagnose alarm system problems via telephone and create service ticket only after exhausting all resources and expertise.
Perform all procedures as required to resolve customer problems and/or concerns.
Required Skills, Knowledge, Experience and Education: