Alarm Support Technician -Tier Ii

Job Summary:

This position is to ensure that Company and Departmental objectives are established and met in accordance with the job description provided. The Technical Support Technician will remotely troubleshoot and resolve issues from one of our facilities. This position will interface with customers and internal departments to provide technical support and solutions effectively and efficiently to day-to-day system troubles and events.

Required Skills/Abilities:

• Excellent verbal and written communication skills
• Communicates effectively and appropriately with internal teams as well as directly with our customers.
• Excellent interpersonal, and customer service skills

· Understanding of computer & problem-solving skills and attention to detail

· Ability to learn all applicable software platforms to complete assigned tasks.

• Ability to learn integrated security platforms including proprietary systems and applications.
• Ability to multitask, work independently, and collectively.
• Ability to de-escalate real-time emergency scenarios and provide real-time solutions / next steps.

· Availability for travel as needed.

Duties/Responsibilities:

· Providing a single point of contact for customers and field technician assistance to receive technical support for Alarm equipment.

• Responsible for day-to-day technical support and timely resolution of customer related issues, incident tickets.
• Providing direct, over the phone or remote troubleshooting of customer alarm system equipment, application, device communication and connectivity issues in a timely fashion and without a dispatch.
• Participate in real-time support calls directly from our customers.
• Initiate troubleshooting directly with customers to eliminate dispatches such as testing zones, silencing / resetting panels, AC power-failures, and performing J-16 resets.

· First pass review of Tickets to determine next-step strategy with an initial goal of resolving issues without dispatching a technician.

• Contributor to improving existing programs by evaluating objectives and specifications, reviewing proposed changes, and making recommendations.

· Pre-Programming of Panels as well as programming changes needed to resolve service and installation issues.

· Program and test alarm systems to ensure proper functioning of new installations and existing systems.

· Assist technicians with Check in/out, placing system in/out of test and updating and completing ticket.

· Execute necessary next-steps including identifying critical situations requiring immediate attention and routing to/communicating with Tech Field Resources for appropriate level-of-urgency for labor resourcing.

· Provide detailed documentation of any action taken in every ticket, including documentation of any billable time for technical or programming support provided.

· Become familiar with department provided information for Accounts and primary contacts for IT Support and approval point-of-contacts.

· Interface with Customer Care Team including, Que Manager, Service Channel Administrator, Strategic National Account Manager(s), Central Station as needed to assure tickets are channeled correctly.

• Actively participate in the call queue to achieve a team goal of 30 second ASA (average Speed of Answer) and a > 4% ABA (Call Abandon Rate).

· Assist billing in recommendations for back-end closure of service tickets as needed.

· Actively participate in on-going training and certifications when offered and available (on-line and some travel)

· Assist Management and Executive Management as needed.

· Participate in rotating On-Call responsibilities.

If you are looking for a challenging role with opportunities for growth, we would love to hear from you. Apply today to join our dedicated team!```

Job Type: Full-time

Pay: From $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Scarsdale, NY 10583: Relocate before starting work (Required)

Work Location: Hybrid remote in Scarsdale, NY 10583