Customer and Technician Support Specialist

Secur-Net USA, Inc, a 30+ year old family-owned company looking to hire a Customer and Technician Support Specialist to join our company. Since 1990, our core competency has been the design, integration, and maintenance of electronic systems to include access control, video security, asset protection, perimeter and intrusion systems and remote video monitoring. We serve clients on a regional basis with employees and subcontractors in different states. We are seeking a career-minded individual with strong work ethics, pleasant personality, good moral character, clean background check, neat and well organized with an attention to detail, and quality. The Support Specialist will work directly with customers, technicians along with subcontractors to assist in resolving technical and other issues to ensure customer satisfaction while meeting goals and objectives.

Customer Support Duties

Serves as a brand ambassador, creating and maintaining positive engagements with potential and existing customers through all touch points, such as telephone, on- and offline channels, and in-person interactions. Responds to customer questions, resolves complaints; tracks and analyzes customer feedback to identify gaps; recommends strategies to strengthen customer experience metrics; collaborates with internal stakeholders, such as sales, marketing, service and product development, to continually enhance customers’ experiences. Excellent communication, sound judgment and problem-solving abilities are essential, along with computer and customer service software skills. Manage a range of tasks, from assisting in resolving technical issues with customers to Guiding clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction. Such duties include customer training, recovery of requested video recordings and informing sales to provide quotes for additional products and service to existing customers.

Technician Support Duties

Technical Support refers to assistance that is provided to field service technicians who require help with technical products such as cameras, bridges, switches, audio systems, computer/server hardware and software. Additionally, will assist the field technician in the final testing, alignment and viewing area of cameras, establishing and verifying detection zones and ensuring all systems are working properly.

Ideal Candidate

The ideal candidate will be a people person who enjoys serving others, as customer service is essential, and you are often called upon when clients and technicians experience technological challenges. This candidate will have extensive knowledge and field experience installing, programming and servicing IP and analog surveillance equipment along with networking equipment. They will understand the importance of documentation and will be organized, transparent, and trustworthy, with an exceptional work ethic. They should have a curious and flexible mindset, ask thoughtful questions, and work collaboratively to solve problems with patience, integrity, accountability, and a calm demeanor. They will also be a self-starter who is organized and able to manage multiple priorities simultaneously. This candidate will have a strong understanding of surveillance hardware, software programs, and a foundational understanding of networking – including firewall protection.

Minimum Qualifications

· Must have at least 5 years’ experience in installation and service in the Low voltage/physical security/IT field with complex enterprise security system, or other low voltage installations including Access Control, Video Security System, Sound Systems or Telecom and cable installation.

· Must have technical background in video security systems, access control, Network cabling, Networking and electronic technology (low voltage).

· Excellent external and internal communication skills.

· Solid organizational skills, attention to detail and multi-tasking abilities.

· Success at managing a wide array of tasks and projects, and an ability to thrive in a fast-paced work environment.

Systems Related Knowledge:

· Video security systems IP, HD and Analog camera installation and service.

· Access Control and gate systems.

· Familiarity with Switches, DVR’s, NVR’s and Wireless bridges.

· Network Cabling Cat5, Cat6, and RG59.

· Familiar with electric lock hardware installation.

· Strong computer skills including Windows OS, iPad, MS Excel, MS Word, and MS Outlook. Ability to quickly learn new software systems.

· Understand and interact with LAN systems as a part of an overall security installation.

Employment Requirements:

Must have valid clean driver’s license.

Must be well groomed and good hygiene.

Must be able to travel up to 20% of the time.

Must pass stringent background check and drug screening.

Job Benefits include:

Competitive compensation package including

$18 to $25 per hour.

Bonus

401K Plan

Paid Time Off

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• Paid time off
• Vision insurance

Ability to Commute:

• Jacksonville, FL 32216 (Preferred)

Ability to Relocate:

• Jacksonville, FL 32216: Relocate before starting work (Required)

Work Location: In person