Our client is a leader in new technology with exceptional customer service to help homeowners and businesses prevent crisis in an everyday life.. Their excellent service has made them one of North America’s leading security companies, protecting businesses, families and communities. It’s just not a job; it’s their passion for the well-being of their customers who entrust them with the responsibility of providing protection. One need not worry because they are always home. They are evolving from a pure home security and protection company to home automation, the Internet of things, and are evaluating many new opportunities.
The candidate is responsible for problem solving a range of customer issues quickly from system issues, programming, product information, upgrades, break and enters, scheduling service calls, and life and death emergency situations. The incumbent must have knowledge of all products and services, corporate and customer policies to ensure accurate information is relayed to best service all customers. This includes, but is not limited to, the ability to test all hardware components, diagnose and troubleshoot issues, as well as repair and escalate customer service complaints when necessary.
Responsibilities Respond to all customer inquiries and issues, and ensure first call resolution Develop rapport with each customer by showing empathy and sensitivity, asking relevant probing questions, and ensuring a clear understanding of the issue Take ownership of customer issues and perform timely follow ups to ensure issue resolution Escalate customer issues that require more in-depth assistance to the appropriate internal party and follow-up to ensure issues were resolved Provide crisis support to address emergency security situations Participate in regular trainings on products and services, customer service, corporate and operations policies and initiatives to remain knowledgeable on all products, services Concisely document all issues and resolutions in SBN Perform to meet and exceed monthly performance metrics Be the voice of the customer; go above and beyond to resolve issues
Education and Experience Post-Secondary Education in a related field (i.e. networking, computer science, security), or High School Diploma with equivalent work experience, preferred Previous experience in a technical support call centre environment, an asset Proficient in Microsoft Office Suite (Word, Excel, Outlook etc. Ability to work independently and under close supervision A self-motivated individual with great organization and time management skills Capability to be accountable for the accomplishment of set objectives and targets Solid team player, natural willingness to assist others Exceptional listening, communication, understanding, and responding skills Aptitude to multi-task Ability to build value added relationships Bilingual in English and French
Values Customer Focused Teamwork Expertise Accountability
Must be available to work shifts. Typical shifts are scheduled Thursday to Monday, or Friday to Tuesday, fixed hours which are 12pm-8pm or 2:00pm – 10:00pm
Opportunities may be available to support work from home based on demonstrated performance and competencies