JOB DESCRIPTION – TECHNICAL SUPPORT AGENT
Who We Are
GardaWorld is a global leader in security services, integrated risk management, and cash management solutions, employing more than 132,000 highly skilled and dedicated professionals.
Driven by a relentless entrepreneurial culture and core values of integrity, vigilance, trust, and respect, GardaWorld provides sophisticated, customized security and technology solutions through highly responsive partnerships and consistently superior service delivery.
With a deep understanding that security is essential to conducting business and protecting communities, GardaWorld is proud to be the long-standing security partner of some of the world's largest brands, Fortune 500 companies, and governments.
Our Mission
Our mission is simple: to make the world safer by protecting people, assets, and our clients' operations around the globe.
We can only accomplish this mission by upholding the highest standards in every jurisdiction where we operate. We are a values-driven organization and take pride in our work and our goal-oriented mindset.
Our core values of integrity, trust, vigilance, and respect are reflected in everything we do throughout our operations.
Integrity. Trust. Vigilance. Respect.
Your Role
A Technical Support Agent provides expert support to customers and team members through various platforms to create an environment of excellent service.
Ensuring that customer needs are met promptly and efficiently while addressing the operational needs of the service department is crucial.
The vision is for your team to be the primary reason customers choose to remain with the company. Therefore, a Technical Support Agent is vital to the business, as they are on the front line resolving issues while saving users valuable time.
Key Performance Indicators (KPIs)
- Team telephone service level.
- Average response time.
- Average call handling time (AHT).
- First-call resolution rate.
- Telephone problem resolution rate.
- Avoidance of technician dispatches.
- Opportunities for equipment and service upgrades.
- Customer Satisfaction (CSAT).
- Quality assurance score.
Duties and Responsibilities (Non-Exhaustive List)
- Professionally answer incoming technical support calls and provide customers with prompt and accurate assistance.
- Troubleshoot security alarm systems, cameras, smart home devices, environmental sensors, communication modules, and mobile applications.
- Diagnose technical issues by asking relevant questions, reviewing account history, and using available diagnostic tools.
- Resolve customer issues over the phone whenever possible while minimizing unnecessary technician dispatches.
- Schedule and coordinate service appointments when an on-site intervention is required.
- Clearly explain technical information and system functionality in a way that customers can easily understand.
- Advise customers on the proper use and maintenance of their security systems and connected devices.
- Accurately document customer interactions, troubleshooting steps, and solutions in company systems.
- Verify customer information and ensure account records are complete and up to date.
- Escalate complex technical issues to the appropriate departments when necessary.
- Identify opportunities to recommend system upgrades, equipment replacements, or additional services that could enhance the customer's security experience.
- Stay up to date on company products, services, policies, and new technologies through ongoing training.
- Collaborate with Service, Monitoring Center, Customer Service, Sales, and other departments to ensure seamless and efficient customer support.
- Maintain a positive, empathetic, and professional attitude during every customer interaction, particularly in stressful situations.
- Suggest ideas to improve processes, customer experience, and operational efficiency.
- Perform any other related duties or projects assigned.
Skills and Qualifications
- High school diploma or equivalent.
- Minimum of one year of experience in customer service or technical support.
- Experience supporting security alarm systems, smart home technologies, computer networks, or telecommunications is an asset.
- Strong troubleshooting and analytical problem-solving skills.
- Excellent oral and written communication skills, with the ability to clearly explain technical concepts.
- Strong computer skills and the ability to use multiple applications and software programs simultaneously.
- Excellent attention to detail and strong ability to document information and enter data accurately.
- Ability to remain calm, patient, and professional when dealing with difficult customer situations.
- Experience handling situations requiring escalation is an asset.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Excellent teamwork skills and ability to collaborate with multiple departments within the company.
- Sales or customer retention experience is an asset.
- Field technician experience or knowledge of alarm system installation and maintenance is an asset.
- Willingness to participate in ongoing technical training and obtain product certifications.
- On-call support may be required.
- Evening shifts and holiday work may be required.
- This is an on-site position.
Position Details
- Division: Garda Alarm Services Corporation
- Reporting To: Director of Customer Service – Customer Service, East
- Employment Status: Full-time
- Work Location: On-site
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