Technical Support II

POSITION SUMMARY

DUTIES & RESPONSIBILITIES

• Technician Support - Provide phone support to field technicians and installers. Tasks include assistance with troubleshooting issues with existing access control, CCTV, burglary and fire equipment, configuring new devices being added to the system, and confirming functionality.
• Customer Support - Work directly with customers to answer questions they may have. Assist with troubleshooting any issues they may with their systems in an attempt to resolve remotely. If unable to resolve remotely, begin the process for getting a service call scheduled.
• Service Request Processing - Receive service requests from customers and remotely troubleshoot all issues. If unable to resolve issue remotely, inform dispatch team so a technician dispatch can be scheduled.
• Count Contact Maintenance - Process requests for alarm code activations/deactivations for customers. Update central station account information with code and emergency contact list changes.
• Escalations - Assist with escalations from Tier 1 team members. This may involve working with the Tier 1 team member to resolve or taking over the request and handling it

Minimum Education and Experience

Preferred Education and Experience

Knowledge/Skills/Abilities/Competencies/Certifications

• Strong Organizational skills
• Ability to prioritize and maintain multiple assignments.
• Strong customer service skills
• Self-motivated, ability to project a professional attitude.
• Excellent teambuilding, customer service and interpersonal skills
• Comprehends and learns department practices, rules, and regulations.
• Speaks clearly and concisely.
• Effectively communicates with a diverse population.
• Strong written and verbal communication skills
• Reacts and thinks quickly and effectively in difficult situations.
• Follows written and oral instructions/direction.
• Ability to locate informational resources as needed.
• Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
• Multi-tasking in various situations
• Ability to work independently and as part of a team.
• Ability to adapt to change as business needs require.
• Ability to manage time effectively.
• Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English

Requirements

• Strong Organizational skills
• Ability to prioritize and maintain multiple assignments.
• Strong customer service skills
• Self-motivated, ability to project a professional attitude.
• Excellent teambuilding, customer service and interpersonal skills
• Comprehends and learns department practices, rules, and regulations.
• Speaks clearly and concisely.
• Effectively communicates with a diverse population.
• Strong written and verbal communication skills
• Reacts and thinks quickly and effectively in difficult situations.
• Follows written and oral instructions/direction.
• Ability to locate informational resources as needed.
• Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
• Multi-tasking in various situations
• Ability to work independently and as part of a team.
• Ability to adapt to change as business needs require.
• Ability to manage time effectively.
• Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English