SOC Tier 1 Technical Support Agent in Earth City, MO at Interface Security Systems

Date Posted: 7/12/2021

Job Snapshot

Job Description

SUMMARY:

A Tier 1 SOC Technical Support agent will answer all incoming phone and chat requests from customers and some field technicians and provide level one support for intrusion, video, card access, and fire systems installed and supported by Interface.

Must be eligible to work in the U.S. for any employer.

SUPERVISORY RESPONSIBILITIES:

None

 ESSENTIAL JOB FUNCTIONS:

  • Triage incoming service requests from customers to determine if an onsite Technician is required or if the issue can be resolved remotely. Make every effort to resolve the issue remotely.
  • Assists field technicians with programming, downloading, and troubleshooting of equipment that is installed and supported by Interface Security.
  • Provide basic troubleshooting support to customers with intrusion, card access, fire, and video systems.
  • Deliver excellent customer service.
  • Interact with personnel from different departments to explain system operation.
  • Assist customers with code changes to their alarm system.
  • Use software platforms to create, update and close ticketing data.
  • Maintain a positive work environment.
  • Comply with all policies outlined in the Interface Employee Handbook and Employee Safety Manual.
  • Other duties as assigned by manager.

Job Requirements

Qualifications

To perform the job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation.  The requirements listed below are representative of the experience, skill, and ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



EDUCATION AND EXPERIENCE:

  • High school diploma or GED equivalent
  • Previous call center experience preferred.
  • Previous Field Technician or Tech Support experience in the Security industry preferred.
  • Working knowledge of low-voltage installation and support
  • Honeywell training and/or certification is preferred.

COMPETENCY REQUIREMENTS - Knowledge, Skills, and Abilities:

  • Ability to answer up to 200 incoming calls per day.
  • Excellent verbal and written communication skills
  • Knowledge of computers is mandatory including typing and data entry skills.
  • Must be able to work a flexible schedule including weekend and Holiday rotations.
  • Excellent customer service skills
  • Must be dependable.
  • Must be organized, detail-oriented and analytical.
  • Comfortable working with multiple software applications