Duties and Responsibilities:

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• Answer incoming calls from customers who require support for their safe and/or other security related product.
• Document each inbound call/email into company database.
• Deliver service and support to end-users via voice call, email, and third-party software
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer information and determine the issue by evaluating and analyzing the symptoms
• Knowledge on all company products and security product for proper troubleshooting/diagnostics.
• Diagnose and resolve technical hardware issues
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per client specifications
• Redirect problems to appropriate resource
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• ;Ability to communicate with Sales and Management in a professional manner to provide updates on the designated customer.
• Follow up and make scheduled callbacks or follow up calls to customers where necessary
• Ensure the accuracy of transactions
• Must be available to work weekends and flexible schedules as assigned due to business needs