Security Support Technician II

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for a Security Support Technician II - Customer Support to join our team! In this position you will be responsible for assisting customers and field technicians with technical issues and or questions relating to security hardware and software including Security, Fire, Smart Home, Card Access Video Surveillance, Smart/Lifestyle devices, nurse call, intercom, and vacuum systems.

As Security Support Technician II-Customer Support, Your Responsibilities Will include:

• Taking phone calls from customers communicating with them through messaging platforms, emails, and chat, helping customers diagnose technical issues, entering sales leads calls into sales tracker, and answering questions analyzing problems and quickly forming solutions to return systems to proper operation
• Input data for new accounts, update existing accounts as needed, and process routine data reports to identify and verify outdated data and make necessary changes to bring customer accounts current
• Assist customers with maintaining day-to-day system operations editing open/close schedules, auto arming, code activations/deactivations.
• Maintain detailed records of the actions with customers, installation activities, reported issues and completed solutions along with any further actions required of management or repair personnel
• Support field technicians via phone, chat, and e-mail regarding installation, maintenance, system connectivity issues, and other similar concerns with hardware and software and other equipment as needed to meet customer’s needs and requirements. Tasks include assistance with troubleshooting issues with existing access control, CCTV, burglary, and fire equipment, configure new devices being added to the system and confirming functionality
• Work with multiple vendor sites using their process and systems to complete activations of new field equipment, use vendor software to help diagnose equipment issues or connectivity issues
• Dispatch/Scheduling- Answer and respond to emergency and non-emergency calls. Create, triage, and schedule service requests for Field technicians to appropriate locations according to predetermined schedules, customer requests and immediate needs while determining best possible routing and time allotment for optimal scheduling and customer satisfaction. Call customers to confirm new installation appointment and time
• Process completed tickets-Create new orders in Billing system for service charges and equipment additions associated with service calls
• Update and maintain all Service queues daily/weekly as required
• Regularly examine data reports to locate and resolve inaccuracies. Gather, arrange and inspect data using various procedures and reports associated with customer accounts and ticket processing. 
• Assist Dealers with new account setups, activations for new equipment and connectivity to central station
• New Account set up- Process customer orders by entering information into sales tracker, completing credit checks, entering contract information into billing system, creating ticket, and scheduling installation.  Create a new account in Monitoring software system, enter system definitions and parameters, update all customer contact information find, and verify authority jurisdiction for police and fire dispatches, create a new customer folder and generate all required paperwork and reports
• Input all required paperwork into Document retention software
• Billing-create invoices for industrial jobs, complete billing sign off, enter hours in sales tracker and close installation tickets, and complete final authorization approval for billing release of all new accounts, create and bill change orders for customer addons/ and new services, Answer Level 1 billing questions for customers
• Sales- communicate the benefits of company products to drive sales while supporting existing clients with information and assistance that relates to products and services, perform cost benefit, and needs analysis of existing customers