The Tech Support Representative is an essential member of the Customer Loyalty Department. This position acts as a liaison between the company and the Field Service Technicians and Installers.
The individual in this position must possess excellent communication skills as this person is responsible for directing the work of field service employees over the telephone.
This position requires excellent people skills and a dedication to providing quality service while maintaining an above average knowledge base of the alarm equipment and systems.
This individual must also be highly organized and able to efficiently converse with field service workers to guide them in their handling of service related issues.
Responsible for speaking with Customers, Sales Representatives, Field Service Technicians, and Summer Installers telephonically and providing the requisite telephonic support in response to questions regarding the installation and troubleshooting of GE, 2 GIG, DSC, Honeywell equipment including but not limited to GSM, telephone line communication, wireless and hardwired sensors, motion detectors and any other equipment installed by Fluent Home and its dealers
Responsible for performing work in a high volume call center environment to insure inquiries are addressed and resolved timely and accurately
Responsible for insuring that accounts are properly created and signals for corresponding equipment are transmitted to the central station;
Ensuring zone lists are updated and accurate pre / post installation
Responsible for attending and completing necessary trainings to maintain the requisite knowledge base and to keep current with proper installation and operation of GE, 2 GIG, DSC and Honeywell equipment installed by Fluent Home and its dealers
Any and all further tasks reasonably associated with this position
Excellent written and verbal communication skills.
Preferred experience with the installation and service of alarm systems
Level 1 Alarm Technician Certification preferred
Comprehensive knowledge of the following preferred : Honeywell panelGE Panel2 GIG PanelDSC PanelsAll Z Wave related devicesAlarm.
com and the Enterprise softwareTotal Connect and Compass softwareHome Automation Devices / Camera Systems / Security Equipment / Etc.
Ability to multitask in a fast pace environment
Ability to work independently with minimal or zero supervision
A willingness to work flexible shifts and weekends when necessary
Must have the ability to sit for extended periods of time.
Must have a positive can do attitude and willingness to contribute to a positive work environment.
Must have a strong analytical ability as this quality is required to effectively communicate with all levels of employees, management and customers.
Must be willing and able to stay abreast of updates to the installation and service procedures pertaining to company products.
Education / Experience
High school diploma
Preferred one to two years’ experience working with the installation and service of alarm systems.
Must have very effective communication and interpersonal skills
Must have an excellent command of the English language