CUSTOMER SUPPORT AGENT – IMON Wireless Solutions Inc.

VACANCY
DESCRIPTION

The Customer Support Agent, specializing in alarm monitoring, will contribute to our mission to protect lives and property and will play a critical role in addressing emergency situations of customers. The role entails being the ‘voice over the phone’ to communicate with customers and inform them that help is on the way and or provide solutions to customers.

REQUIREMENTS

Minimum 5 Subject – CXC – Must have Mathematics, EDPM, and English Language – Min. Grade 3

Type 35 + words a minute

Ability to speak multiple languages is a plus.

Minimum 2 years call-center experience.

Ability to work with flexibility and on short notice.

Must be able to prioritize and multitask.

Must be able to follow written and verbal instructions.

Ability to perform duties with a high degree of urgency and accuracy.

Good interpersonal communication and organizational skills.

A positive attitude of teamwork and continuous improvement.

RESPONSIBILITIES

The responsibilities of the Customer Support Agent are outlined as follows:

Respond to incoming alarm signals according to documented procedures and accurately annotate each action taken for historical records.

Review video feeds and document observed events. Dispatch police, fire, or guard service for alarm signals as necessary.

Notify customer of alarm problems.

Answer incoming customer, technician, and law enforcement calls and handle as applicable. Log all action taken for historical records.

Test equipment with customer or field associate for verification of proper operation of alarm equipment

Monitor multiple internal electronic systems for proper operation to assure customers of continuous response to alarm activity.

Monitor and protect integrity of compliance requirements for secured facilities.

Manually enter alarms into system.

Manage confidential customers’ accounts.

This position may be assigned other duties, in addition to or in lieu of those described above, and any duties are subject to change at any time.

Additional Responsibilities

Participate in associate team meetings, providing feedback to management staff.

Portray a positive, professional attitude at all times, also providing positive encouragement to all associates resulting in teamwork.

Be flexible and available to work extra hours during emergencies or as needed.

Use of good judgment and action during life threatening situations.

REMUNERATION/BENEFITS

Competitive compensation available to the successful candidate.