Client Support Technician (Commercial)

JOB SUMMARY : Provide centrally managed technical support in the areas of alarm panel, access control and IP video equipment installation and programming, diagnostic and service support, customer account support and support to contract field technicians. ESSENTIAL FUNCTIONS The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity. All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions. Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein. In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Employees are required to notify superiors upon becoming aware of unsafe working conditions. All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives. Core Duties Include Remotely inspects, tests and services alarms and other protective devices and equipment as assigned, within the scope of knowledge base and in compliance with manufacturers guidelines and safety practices. Keeps client and supervisor informed of faulty equipment and / or delays restoring equipment to fully operational capacity. Prepares logs, reports or service orders as required by the position; writes or types reports or enters information in a computer using standard grammar; inspects logs and takes action as required. Works with contract field technicians to provide support for the repair, replacement and installation of alarm systems. Communicates with technical staff, management, company representatives, and end-users regarding alarm testing, service and procedures. Interprets available data to diagnose and arrange for on-site service when necessary. Carries out specific tasks and duties of a similar nature and scope as required for the assigned position. MINIMUM QUALIFICATIONS AT ENTRY Additional qualifications may be specified and receive preference, depending upon the nature of the position. Basic Requirements US Citizenship preferred Must be at least 21 years of age. Must have a High School Diploma or GED. If not, must be willing to complete the GED program within six months. Must be willing to participate in the Company’s pre-employment screening process, including drug screen and background investigation. Education / Experience : High School Diploma or G.E.D. Have a minimum 2 years previous satisfactory work experience in the alarm monitoring, installation or service industry. Competencies (as demonstrated through experience, training, and / or testing) : Must be able to meet and continue to meet any applicable state, county, and municipal licensing requirements. Knowledge of or ability to learn operations and procedures. Ability to see, hear, speak, and write clearly in English in order to communicate with employees and clients and to the extent of reading and understanding printed regulations, written orders and instructions, training instructions, and be able to compose reports which convey complete information; Ability to hear ordinary phone and radio conversation with either ear. Ability to write routine correspondence, including logs and reports. Ability to carry out instructions furnished in written, oral, or diagrammatic form. Ability to be an effective team member, and able to work independently with minimal supervision. Ability to maintain professionalism under highly stressful situations; Courteous telephone manner. Ability to adapt to changes in the external environment and organization. Good organizational skills. Ability to provide high-quality customer service. Good interpersonal skills with the ability to interact effectively at various social levels and across diverse cultures and the ability to interact professionally with co-workers, postal employees, customers, management and the public. Ability to handle multiple tasks concurrently. Ability to prioritize work from different communication sources (radio, telephone, alarm monitoring software) and reprioritize as needed; Possess strong computer and data entry skills, including knowledge of MS Word, Excel, and Outlook; experience with alarm monitoring software such Radionics / Bosch RAMIV / RPS databases, Radionics / Bosch alarm panel programming WORKING CONDITIONS (Physical / Mental Demands) With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include : Maintaining composure in dealing with clients and staff, occasionally under conditions of urgency and in pressure situations. May be exposed to stressful situations. May be required to work overtime without advance notice, and to work assigned shifts in a facility providing 24 / 7 operations; Frequent and prolonged sitting for up to 8 hours a day in front of computer screens. Occasional reaching with hands and arms, stooping, kneeling, crouching and crawling. Frequent lifting and / or moving up to 10 pounds and occasional lifting and / or moving up to 25 pounds. Close vision, distance vision, and ability to adjust focus. May be exposed to or required to handle sensitive and confidential information. A Word about EEO, Pay Transparency and Other Requirements : All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.