Description:
Bilingual French is preferred but not required.
What you will do Security Products is a unified group of world-leading intrusion brands. Operating in more than 40 offices with over 2000 employees, these brands- Bentel, DSC, Sur-Gard, Visonic and Qolsys – have more combined years of experience in the security industry than any other group in the world.
The Technical Support Technician will be responsible for conducting the telephone support of the Qolsys, DSC and Sur-Gard range of products. The position will report to our Intrusion Technical Support Manager, NA.
As a member of this team, you will work within a dynamic environment that provides a platform for you to have an immediate impact.
How you will do it As a Technical Support Specialist, you will be responsible for responding to customer calls daily professionally and efficiently, dealing with and resolving issues within SLA times, providing support for the company Products Intrusion product range, working on both application software and hardware products, providing feedback to customer, colleagues and managers and evaluation of products. As a key player of the NA Technical Support Team, you will work within a dynamic environment that provides a platform for you to have a considerable impact on company processes and products. You are an important function in the R&D organization with a positive team-player attitude combined with a multi-interface approach.
What we look for (Required) • Fluent in one or more languages; French (preferred but not required) • Strong Technical Background or Associative Degree or equivalent would be preferred. • Tech-savvy individuals who can navigate IT and interactive communication tools. • Experience in dealing with hardware and software issues. • Strong troubleshooting skills. • Action-orientated, self-starter takes initiative to resolve issues. • Strong communication, interpersonal and problem-solving skills. • Highly motivated, and able to develop resilient and positive professional relationships. • Quick learner and team worker who provides effective communication to key stakeholders. • M-F Shift work required to provide customer support to all markets (8am EST-8pm EST). • Strong English communication skills, both written and verbal.
Optional • Previous experience in a Technical Support or fault-finding-related role would be helpful • Experience working within the Electronic Security (Intruder Systems) or Communications industry • Understanding of electronic security products and electrical concepts • Understanding of networking principles and concepts. |