National Support Specialist - Focus

Title: National Support Specialist

Are you a multitasker that enjoys problem-solving? Would you be described as someone who is always willing to help out? Do you have high standards for accuracy and follow-through? If you answered yes, then the National Support Specialist is the role for you! As an entry-level position, our team will help train and introduce you to the dynamic and quickly evolving technology industry.

What You Will Be Doing:

Our National Support Specialists are the daily point of contact for our clients and technicians on support tickets. As part of the Support team, you will work on move-add-changes, troubleshooting, and break-fix tickets nationwide. Your primary focus is to schedule technicians, deliver red carpet service to clients, help resolve issues in the field, and close out tickets in a timely manner.

Duties and Responsibilities:

• Coordinate and communicate between clients and technicians.
• Ensure all support services are scheduled and closed in a timely manner.
• Prioritize client satisfaction and deliver superior customer service.
• Provide estimates for small to medium size projects.
• Manage activities coordinate between our field technicians, on-site contacts, and clients.
• Work effectively with other parts of the organization to address and resolve customer issues.
• Update and maintain CRM/project management software with project status updates.

Key Qualifications

• Associate degree preferred or equivalent work experience

Preferred technical knowledge of one or more of the following

• Networking
• Access Control
• CCTV
• Low Voltage cabling
• Wireless networks
• AV Systems
• Intrusion detection systems

Qualities of Candidates that would be successful in this role:

• Doer - Someone who enjoys crossing tasks off their to-do list and solving problems
• Customer Obsessed - Someone who operates with a sense of urgency keeps client satisfaction top of mind
• Organized - Someone who enjoys being organized
• Communicative - Someone who exhibits great written and verbal communication skills

Benefits:

• KPV (key performance variables) Based Bonus plan for high performers
• 100% Paid Medical and Dental
• Up to dollar-for-dollar 401k matching (you are eligible for this after your 90-day waiting period)
• 15 days of PTO in your first two years and more with tenure
• Family 1st moto and belief
• Promotions and room for growth within