Customer Technical Support Specialist

Responsibilities

• Assist both residential and commercial customers with complex security and fire alarm issues.
• Program automated items such as thermostats, sensors, door locks, light modules and key fobs.
• Answer incoming technical-related calls from existing commercial and residential customers regarding Guardian’s products and services.
• Engage with our valued customers by problem solving, deescalating, and resolving issues and concerns.
• Review accounts for accuracy, enhancing the department’s ability to maximize profitability and resolution.
• Provide solutions to customer's 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 customer's current home security alarm or highlight advances in home automation.
• Assign technicians to visit a customer’s home or business if their issue cannot be resolved effectively over the phone.
• Proactively work to assist others in achieving the organization’s objectives.
• 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.

Requirements

• Excellent communication skills including active listening.
• One-year technical experience preferred.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn Guardian’s products and solutions.
• Ability to remain calm in a high-paced 24/7/365 customer service call center environment.
• High School Diploma or G.E.D. required.
• Some college preferred.
• Regular and reliable attendance record.
• 1-2 years of customer service experience required.