Technical Support & Sales Representative

Job Description

Job Description

Technical Support & Sales Representative

Aegis Security Solutions is seeking a professional Technical Support/Sales Representative. The primary function of this position is to handle and resolve calls from both customers and field technicians with operation and programming challenges. Upload and download changes requested by customers and technicians. Introduce and explain our smart home products to existing and new clients in person and over the phone.

Our technical support reps assist customers and technicians with technical questions, schedule service calls, and call dispatchers regarding service calls.

Job Details

• Provide technical and customer support via telephone for inbound calls.
• Troubleshoot varying degrees of technical support issues and walk customers through solutions over the phone.
• Develop an extensive knowledge of security systems, smart home products, product lines and installation processes
• Introduce and explain our smart home products to existing and new clients in person and over the phone.
• Provide IT support to maintain computer based systems in the office and at customer sites.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge

• 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.
• Knowledge of computer hardware, networking and common IT management softwares.
• 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.
• Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
• Ability to concentrate on a task over a period of time without being distracted.
• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.

Qualifications

• High school diploma or equivalent