Technical Support ; Tampa, FL OR Branchburg, NJ- 3rd Shift

Location

Tampa, FL or Branchburg, NJ (candidate must reside in these areas).

(3RD SHIFT) Sunday-Thursday 1AM-9:30AM

The primary function of this position is to handle calls from both customers and field technicians with operation and programming difficulties. Upload and download changes requested by customers and technicians.

• To perform this job successfully, the Technical Support Representative I may be expected to perform some or all of the duties listed.
• Assist customers with technical questions.
• Assist technicians with technical questions.
• Upload and download programming changes.
• Train and assist less experienced or new employees.
• Schedule service calls.
• Call dispatchers regarding service calls.
• Field questions from customers whose calls have been misdirected.
• Position requires weekend, holiday and shift work and may require mandatory overtime.

• Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet.
• Knowledge of company functions is essential to this position.

• Excellent time management, planning and forward-thinking skills.
• Self-motivated and a professional attitude.
• Excellent communication, listening, and telephone skills.
• Excellent teambuilding, customer service, and interpersonal skills.
• Must possess good decision making, problem analysis, and negotiating skills.
• Must be very organized and detail oriented.
• Technical alarm programming, maintenance and installation skills helpful.
• Occasional need for creativity, mentoring, and training skills.
• Continuous use of discretion is necessary.
• Typing of 30 wpm.

• Ability to perform clerical duties.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

• High school diploma or General Education Degree (GED) and one year field work in the alarm industry or equivalent time as a Help Desk Level I.
• One year experience with Ademco products or similar control products is preferred.
• Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English.

• NBFAA Level I certificate is preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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