Field Support Specialist

Guardian Alarm Company of Michigan Jobs•Cleveland, OH

8d•Hybrid

About The Position

The Field Support Specialist supports and conducts training for current and new technologies to all department and divisions as assigned. The FS Specialist will provide support to field technicians from the Installation, Service and Customer Operations team members as needed. The FSS is expected to resolved customer issues remotely via phone communications or remote programming changes with the use of various software. Physical presence in the office to meet and work with other team members to accomplish these tasks as required. Research, troubleshoot and provide accurate solutions to problems escalated to the team by internal and external customers relating to Burglary and Fire alarm systems, home automation, access control and CCTV. Work efficiently from a ticketing queue keeping quantity and quality in mind equally. Handle incoming/outgoing phone calls and managed access emails consistently throughout the day. Multitask and prioritize duties while remaining detail oriented. Ensure proper data entry of any product changes are accurately recorded to customer accounts and any applicable actions for other teams are generated for cancellations, additions and/or addendums to current customer services. Stay up to date with training on any newly introduced equipment being sold and installed by Guardian Alarm. Understand the Guardian Alarm standard for programming and properly update default setting according to the specifications when remotely connecting to control panels. Organize and learn to utilize any and all reference materials referring to installation, programming, and troubleshooting. Have a thorough understanding of how alarm systems communicate, function, and the ability to instruct a variety of customers with basic operations and the same understanding over the phone. Work to resolve as many customer issues remotely as possible to avoid sending a service technician to the customer site.

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Proven strong attendance record.
Ability to explain technical issues to internal and external customers.
Strong analytical and problem-solving skills.
Strong understanding of computer and networking systems as it relates to alarm security systems.
Excellent time management skills.
Proficient with Microsoft Office Suite or related software.
Proficient with or the ability to quickly learn a broad array of alarm security systems hardware and software.
Associates degree in related field or equivalent experience required.
At least four years of related experience required.
At least 3 years of experience troubleshooting, installing, and/or servicing alarm security systems.

Responsibilities

Supports and conducts training for current and new technologies.
Provides support to field technicians from the Installation, Service and Customer Operations team members.
Resolves customer issues remotely via phone communications or remote programming changes.
Researches, troubleshoots and provides accurate solutions to problems escalated to the team.
Works efficiently from a ticketing queue.
Handles incoming/outgoing phone calls and managed access emails.
Ensures proper data entry of product changes and generates applicable actions for other teams.
Stays up to date with training on newly introduced equipment.
Understands and applies Guardian Alarm standard for programming.
Organizes and learns to utilize reference materials.
Instructs customers on basic operations of alarm systems.
Works to resolve customer issues remotely to avoid dispatching service technicians.