Specialist, Technical Support

Specialist, Technical Support

Are you ready for a fun and rewarding job that utilizes your problem-solving skills in a fast-paced and casual environment? Would you like a hybrid work schedule? We are searching for a Technical Support Specialist experienced in handling technical support for issues related to our products, services, equipment, technology, etc. The Technical Support Specialist is responsible for providing technical support through inbound and/or outbound calls, email, chat and serves as a liaison between Zirrus and our customer base. The successful candidate should have strong verbal and written communication skills, customer-centric focus, with an ability to troubleshoot and manage technical issues to a solution. This position requires the ability to work a varying schedule, and be on call. You should have 3 years in customer service, customer support or comparable role and be an experienced and effective user of technology. Previous contact center experience preferred. Once training is complete, schedule for this position is tentatively Sunday through Wednesday, 4 x 10 hr shifts.

Job Summary

Provide outstanding technical support and customer care for issues related to our products, services, equipment, and technology.  Develop solutions that resolve customer concerns, complaints, and inquiries, ensuring customer satisfaction and a positive experience.

 Essential Job Functions

• Manage ongoing inbound and/or outbound calls, chats, and emails in a timely manner; follow protocol for follow-up calls.  Serve as a liaison between Zirrus and customer base.
• Identify customers’ needs, clarify information, assess technology, and fully research every issue to provide a timely response and solution
• Provide various levels of technical support and offer viable solutions or alternative options that are acceptable to the customer
• Maintain knowledge of product offerings, systems, billing processes, policies, etc. and educate customers and/or employees on such items
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by providing required technical support and excellent customer experience
• Document all customer interactions in CRM in a logical and understandable manner
• Meet personal/team qualitative and quantitative KPI targets
• Recognize challenging customer dynamics and personalities, and escalate when needed
• Requires NC Alarm Systems Licensing Board registration, this registration process includes an extensive background check, fingerprinting, and application process.
• Other duties as assigned

Knowledge, Skills and Abilities

• Strong verbal and written communication skills
• Strong problem-solving skills
• Skilled in active listening and ability to clearly communicate information
• Ability to explain complex technical issues in simple, understandable terms
• Patience; ability to adapt and professionally manage challenging personality types
• Ability to learn, multi-task, set priorities and manage time effectively
• Knowledgeable of company policies, practices and procedures
• Ability to work varying shift schedules and be on call
• Demonstrate technical ability

Education and Experience

• Previous experience in customer service, customer support or comparable role preferred – 3 plus years
• Experienced and effective user of technology
• Familiarity with the industry is a plus
• High school diploma required/ degree in relevant discipline preferred (must be willing to obtain further training)