Customer Support Specialist - Alarm Systems

Company: Securitas Electronic Security
Location: Cuyahoga Falls
Posted on: January 23, 2023

Job Description:

Are you interested in furthering your career with an industry leader that continues to experience tremendous market growth? Join our team at SES! We are one of the largest security providers in the world featuring best-in-class products and award-winning services, customized to meet the specific needs of our clients.POSITION SUMMARY:Utilize multiple software systems to define, program, and process new alarm installations. Provide technical support to field technicians and customers by troubleshooting programming problems and interpreting incoming data. Must be able to prioritize and multi-task.ESSENTIAL FUNCTIONS:Assist field technicians with the installation of alarm equipment through programming multiple types of alarm panels.Perform system tests with technicians and customers.Verify alarm program information to ensure proper responses, essential alarm functions, and correct customer options.Test equipment with customer or Securitas field associates for verification of proper operation of alarm equipmentUtilize several software programs to upload and download essential data to alarm program boards.Edit and maintain video router information.Receive and enter zone descriptions, instructions and responses into MAS once individual zones have been tested from the install site.Answer incoming calls from customers to activate Pending Install accounts and verify procedures and dispatch instructions.Process and maintain cellular account information by placing service calls to technicians to check the cell backup unit for excessive airtime.Follow up on pending installation accounts over one year old by verifying with sales representatives, customers, field technicians, and managers.Process Remote Programming change requests by downloading to alarm panels. Includes pin number changes, user updates. Inform customers of prices for customer options such as remote programming.Remote arm and disarm customer panels.Troubleshoot alarm program problems, for field technicians and customers, such as test timer reporting, open and close reports, all zone reporting functions.Assist customer with arming, disarming, and pin number changes over the phone.Handle confidential customer paperwork & emails.ADDITIONAL RESPONSIBILITIES:Process and enter contracts into MAS after C.A.R.E team leaves, by verifying prices and assigning account numbers.Move files electronically to the new file retention systemRespond to incoming alarms on multiple systems by accurately documenting each action taken for historical records. Dispatch police, fire or guard service for alarm signals as necessary. Notify customer of alarm problems.

Keywords: Securitas Electronic Security, Cuyahoga Falls , Customer Support Specialist - Alarm Systems, Other , Cuyahoga Falls, Ohio