Technical Support Representatives – Nightshift

Duties/Responsibilities

1. Answer incoming calls in a professional and courteous manner.a. Follow scripts provided in order to deliver a consistent experience for the customer.
2. Open and review cases made in CRM (Tier32) and make outbound calls based on said
   cases.a. All customers should be called a minimum of three times (each on a different day). The number of calls should be notated (ex: (1st, 2nd, 3rd…etc). Further instructions regarding notation can
   be found in the Introduction section of Google Classroom.b. If the customer has emergency contacts, those numbers should be called if the
   primary contact does not answer.

   c. After the third call with no answer, you may Resolve/Close the case.

3. Provide assistance to employees when requested via email, phone, or Goggle
   chat/hangouts.a. All company requests should be considered a priority, especially manager requests.b. If you are on a call with a customer when a request is made for assistance, advise the individual that you
   are on a call but will call their customer and complete their request immediately after.

   c. If you call a customer based on a request and cannot reach the customer, make a case for a follow-up
   call at a later time.

4. Technical Support is a department of constant learning and adapting to new situations.a. It is expected to use all resources available (including Troubleshooting Guides,
   Installation Guides/Manuals, Manufacture Dealer Support, etc) in order to resolve
   various system malfunctions and answer customer concerns.b. The Tech Support Google Classroom page contains a constantly updated source of information.
   Manuals and Troubleshooting Guides on 2GIG, IQ, and Alula branded equipment as well as Alarm.com
   (ADC), Alula, Kami, Arlo, and CCTV cameras are available there.

   c. If there are situations where the problem is not able to be resolved over the phone (or the customer is
   either unable or unwilling to troubleshoot) then you may offer an appointment.

   d. For a service appointment, the customer will need to pay a service fee, have a protection plan
   (warranty), or be willing to add a protection plan for services (unless the fee is waived by management)