Customer support serp_jobs.h1.location_city

Job Description

Job Description

Remote Support Specialist I (In Office)

Summary Description :

Under the general direction of the Remote Support Manager, provide technical support over the phone and with remote computer access to both End-User Clients and Federal Protection Installers & Service Technicians. This includes both hardware and software support for Federal Protection equipment.

Responsibilities :

• Answer phone calls and emails coming into the Support Services queue in a timely manner. This includes both Client and Federal Protection Team member calls.
• Create “Cases” in Salesforce for all phone calls that do not currently have an existing open case in Salesforce.
• Use critical thinking skills to guide clients and co-workers to resolution of cases.
• Use proper time management to determine when a case must be elevated to include additional resources to provide a resolution.
• Maintain detailed documentation in Salesforce when working on a case. This includes but is not limited to updating ticket status, logging calls, logging emails, description of work performed, updating special instructions.
• Update internal Knowledge Base to reflect solutions provided that could assist others in the future.
• Troubleshoot FP installed systems over the phone and remotely over a PC. These include Access Control, Video Systems, Intercom Systems, Network Switches, Access Points, Security Systems, Fire Systems and other systems as assigned.
• Collaborate with the TEAM as needed to provide an accurate and efficient resolution to “Cases”.
• Assist and apply with system licenses as needed.
• Provide End-User client training over phone or video conference during completion of system installation.
• Assist in developing Installer and Technician training resources to better equip TEAM members to SERVE our clients.
• Configure mobile application access for customers and technicians.
• Other duties as assigned.
• Troubleshooting / problem -solving skills and a positive, can-do attitude. A professional customer-focused mentality is a must.

Requirements :

Proficiency in English.

Must have good verbal and written communication skills.

Customer-oriented.

Excellent troubleshooting and problem-solving skills.

Good understanding of computer systems.

Available to work overtime.

Detail oriented

Ability to diagnose and resolve basic computer technical issues.

Able to climb a ladder and lift up to 50 lbs.

Minimum of High School Diploma or GED

Be able to work overtime as assigned

Be a member of the after-hours and weekend on-call rotation

Achieve manufacturer certifications as assigned

Knowledge & Skills :

Minimum of High School Diploma or GED

Basic electronics knowledge and troubleshooting

Basic network fundamentals including LAN / WAN configurations & Port forwarding

Prior customer service experience

CompTIA A+ and / or Network+ or equivalent knowledge preferred

FLSA STATUS :

Non-Exempt

Job Type : Full-time