Company Overview:

At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

 

Assist customers with system trouble and user operations, service personnel with advance programming and troubleshooting; and training new personnel and interpret new products and technologies. Work with management and field personnel to find and implement technical solutions for customers. Assist the department with special projects and uploads and downloads of all panel types.

Essential Duties and Responsibilities include the following:

To perform this job successfully, the Commercial Technical Support Rep I may be expected to perform some, or all of the duties listed.

• Assist customers with technical questions.

• Assist technicians with technical questions.

• Assist internal customers with technical questions.

• Perform remote downloading duties.

• Quality Control installations and account setups.

• Collaborate with Tech Support and Field personnel.

• Schedule branch service calls.

• Upload/download all types of panels.

• Assist with training Tech Support personnel.

• Perform special projects assigned to the department.

• Troubleshoot a wide variety of diverse products and handle customer grievances.

• Position requires weekend, holiday and shift work and may require mandatory overtime.

• Assist will all departmental functions as defined by leadership.

Skills:

• Must have alarm technology skills, including troubleshooting, installation, monitoring and programming.

• Customer Service and problem-solving skills.

• Decision making skills and independent judgments are important to this position.

• There is continuous need for strong interpersonal, communication, creativity and people skills.

• Continuous use of discretion is necessary.

• Requires constant reading, writing, speaking and understanding of the English language.

Abilities:

• Ability to operate independently with minimal supervision and perform duties with little direction given.

• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

• Ability to deal with problems involving a few concrete variables

Contacts:

• Within the Company, contacts are usually made with other departments and locations.

• Contacts frequently contain discussion about confidential or sensitive matters necessitating discretion at all times.

• Most contact is made on own initiative with about 90% being over the phone and 5% face to face, through email. 80% of all contact is made with customers.

Work Environment:

• While performing the duties of this job, the employee is occasionally exposed to risk of

electrical shock.

• The noise level in the work environment is usually moderate.

• Must be available in on call situations.

Minimum Qualifications:

• High school diploma or General Education Degree (GED) and two to three years experience with various alarm systems and their operation to include experience with Fire Systems, 2-way systems, CCTV and Card Access; or equivalent combination of education and experience.

Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English

Certificates, Licenses, Registrations:

• None Required