Company Overview:
At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.
SUMMARY: 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. 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.
SUPERVISORY RESPONSIBILITIES
* None required.
KNOWLEDGE, SKILLS, AND ABILITIES
* 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.
Skills
* 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.
Abilities
* 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.
MINIMUM QUALIFICATIONS
* 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
CERTIFICATES, LICENSES, REGISTRATIONS
* NBFAA Level I certificate is preferred.
Pay and Benefits Disclosure
The budgeted pay range for this role as of November 2024 is $16.66 - $27.76 an hour. This range is based on multiple factors, including but not limited to tenure, previous experience, qualifications, certifications, and geographic considerations. Everon offers eligible employees competitive benefits, including health and welfare benefits, a 401(k) plan with company match, short term and long term disability coverage, life insurance, wellbeing benefits, and paid time off among others.