Description

Join our team & work from home!

Safety matters to our customers, so it matters to us! By using our technology and services, we are making businesses and homes safer and more convenient for our customers. We are bringing the power of technology to life and we’re always pioneering innovative equipment and services to keep our customers safe. We are passionate about ensuring we put our customers first and keeping thousands of residential and commercial customers safe and secure.

Do YOU share OUR real passion for:

• Advocating for our customers’ needs and creating a personalized experience
• Genuinely displaying humanity in every customer interaction
• Being an exceptional communicator, listening, honest and clear
• Getting things done by using each other’s unrivaled talents
• Actively adapting to meet the changing needs of our customers

Here’s the impact you’ll make and what we’ll accomplish together:

As a Customer Service Representative with our Technical Support team, you will provide world-class technical support in a call center environment. You will take inbound phone calls from our small business, commercial and residential security customers. Your calls will typically consist of technical troubleshooting & testing, and interpreting customer requirements while communicating solutions to resolve technical issues. You will work together with your customers to ensure first-contact resolution and overall customer satisfaction and retention.

Here’s how:

• You will handle incoming calls and follow up with customers and alarms with outbound calls as needed
• You’ll work with customers to identify and resolve basic alarm system technical issues while providing clear and concise technical information and support
• You’ll differentiate between various product features and functionality to resolve customer inquiries
• You will effectively evaluate the need for a service technician to physically resolve the problem and create, schedule and close service jobs as needed
• You’ll educate and guide the customer through our web tools and educate them on various self-serve options
• You are confident in navigating through various systems and tools

We understand that a big part of our success comes from the people we hire, which is why we honour our employees with an excellent compensation package with a wage starting at $21.
Note: Start date for this position will be March 2023.

Qualifications

You are the missing piece of the puzzle with your:

• Bilingualism in French & English
• 1-2 years of relevant customer service or technical support experience
• Advanced written and verbal communication skills (in French/English), allowing you to clearly communicate technical information
• Ability to work within a team or independently
• Analytical, tech-savvy and problem-solving abilities
• Customer service oriented approach
• Ability to work in a fast-paced and structured environment
• High School Diploma

Great-to-have

• Previous experience in a call center environment would be an asset