Technical Support Alarm Agent (JAM HIQ) in Kingston and Portmore at IBEX

Date Posted: 9/18/2020

Job Snapshot

Job Description

Home Alarm Agent serves as the first point of contact and provides problem-solving solutions for customers seeking technical assistance over the phone.

Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be tech-savvy, creative, and analytical problem solvers with a passion for excellent customer service.

Responsibilities include but is not limited to:

  • Perform troubleshooting through diagnostic techniques and pertinent questions to determine the best solution based on the issue and details provided by the customer.
  • Provide accurate information on products or services, record events and problems, and their resolutions in the ticket management system.
  • Maintain regular and reliable attendance, including the daily schedule as assigned.

Job Requirements

CUSTOMER SERVICE SKILLS

  • Minimum of one year of customer service experience, (prior experience in the Security Industry preferred)
  • Must be able to provide excellent customer service, including maintaining focus on the customer's issue in a fast-paced environment.
  • Ability to deliver a consistent level of quality on all calls and issues, encompassing the 'white-glove experience'
  • Demonstrated interpersonal skills with a diverse customer base
  • Ability to successfully consult with neighbors to uncover additional product needs
  • Demonstrate conflict resolution, negotiation, and de-escalation skills.

 

COMMUNICATION SKILLS (Verbal and Written)

  • Must be conversational- Ability to build rapport with customers
  • Must demonstrate excellent voice quality and inflection as well as present a professional, courteous, and patient demeanor
  • Good composition skills – ability to compose grammatically correct, concise, and accurate written responses and notations
  • Able to successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting
  • Demonstrated ability to actively listen
  • Ability to understand and implement new information and procedures efficiently and professionally

 

TECHNICAL SKILLS – Computer System Navigation /Multitasking

  • Working knowledge of computer systems, Wi-Fi, mobile devices, home security, and smart home technology.
  • Ability to utilize multiple systems to access customer's information, research issues, and educate customers
  • Ability to analyze, isolate, research, and effortlessly explain step by step technical troubleshooting solutions related to software or hardware.
  • Proficiency in learning new technology and system applications.
  • Ability to effectively communicate with customers while documenting conversations, exchanges, or sessions into multiple systems.

RESEARCH and ANALYTICAL SKILLS

  • Ability to utilize multiple systems to access customer's information, research issues, and educate customers.
  • Ability to analyze, isolate, research, and effortlessly explain step by step technical troubleshooting solutions related to software or hardware.

QUALIFICATIONS

  • Minimum 4 CXC passes or equivalent qualifications with experience
  • Minimum one-year customer service experience (required)
  • Prior experience in the Security Industry preferred

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