Customer Technical Support Details

Customer Technical Support

Brinks Home - Farmers Branch, TX

Employment Type : Full-Time

Through our high standards of customer care and protection, Brinks Home ™ is a proven leader in smart home technology and residential security industries. Our service is guided by our relentless pursuit of protecting what matters most. We work to provide security and peace of mind to our nearly 1 million customers across North America. We are currently seeking determined and dynamic Customer Technical Support Representatives to join our Brinks Home Family.
Our Pillars:

• Service Through Purpose – We are motivated by the pursuit of safety and peace of mind for our customers, and our service is inspired by protecting what matters most.
• Security In Every Detail – We obsess over the details so that our customers can live their lives without thinking about home security.
• Always Available – We are committed to meeting the security needs of our customers at every moment.
• Relentless Standard of Care – We are accountable to our customers, colleagues, and stakeholders, no matter the circumstances.
• Collective Success – By working to bring out the best in each other, we provide our customers with the highest standard of service and protection.

Once you join the Brinks Home Team, you are part of a company that is relentless in their pursuit of security for life.
Are you obsessively thoughtful and focused on providing a World Class Customer Experience? Come, join our team of expertly committed technicians as we continue to provide next level protection and ongoing value.
In the Customer Technical Support role, Technicians are required to assist customers with complex security alarm issues through the use of probing questions, critical thinking and analytical skills, as well as helping to program automated items such as thermostats, sensors, door locks, light modules and key fobs. Ideal representatives will always work to successfully resolve the customer’s issue while keeping the best interests of the company and customer in mind
Ideal candidate will have:

• At least 1 year of proven work experience in technical support or similar role
• Ability to provide step-by-step technical help
• Two years of call center experience required
• Proficient problem solving and communication skills
• Excellent computer skills
• Minimum typing skills of 30 WPM
• Bilingual in Spanish preferred, not required

Duties will include, but are not limited to:

• Provides solutions to customer's technical issues by identifying the problem, researching answers and guiding the customer step-by-step through corrective measures for one-call resolution.
• Help customers with the installation of cameras, battery replacements and other components
• Provide recommendations on upgrades to the customer's current home security alarm or highlight advances in home automation
• Assign technicians to visit a customer’s home if their issue cannot be resolved effectively over the phone
• Proactively work to assist others in achieving the organization’s objectives

Benefit Eligibility after 60 Days: Medical, Dental, 401K, Voluntary Life Insurance, Paid Time Off, Short and Long term disability, Maternity and Paternity leave, Employee Referral Program, and tuition reimbursement