Alarm Systems Support Specialist

Walgreens Co.; Deerfield (IL); On-site; USD 21,000 - 46,000; Full time

Job summary

Walgreens is seeking a Customer Support Specialist for Security and Fire Life Safety systems to triage issues and provide diagnostic assistance to customers, field technicians, and internal Walgreens teams across retail locations, corporate facilities, distribution centers, and other Walgreens business groups.

You will handle inquiries by phone, email, or ticketing, perform basic remote troubleshooting, dispatch field staff, and coordinate with IT, Asset Protection, and other groups to resolve

Qualifications

• High School Diploma or GED required.
• Basic computer skills and ability to use common office software.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Experience delivering customer service to internal and external customers.
• Willingness to work in a 365-day operation, including weekends and holidays.

Responsibilities

• Responds to system support issues via phone, email, and ticket process for Security and Fire Life Safety equipment, including troubleshooting and remotely resolving issues, deploying Field Service technicians and coordinating with third-party vendors for resolution, and escalating as needed.
• Provides assistance to internal Walgreens teams, external partners, and authorities via phone, email, or ticketing, addressing inquiries and troubleshooting problems related to Security & Fire Life Safety Alarm Systems.
• Diagnose technical or operational issues reported by customers and guide them through basic troubleshooting steps to resolve remotely when possible.
• Escalate complex or unresolved issues to appropriate support groups or field service teams for further investigation.
• Use remote access tools to remotely troubleshoot and configure alarm and CCTV systems when necessary.
• Process service requests, including alarm system activations, deactivations, and changes to account information.
• Maintain security pass code and key holder contact information in a central database per policy.
• Communicate clearly and concisely, both verbally and in writing.
• Stay aware of Security Operations and alarm monitoring standards (TMA, NFPA, UL) and product offerings to provide accurate information and upsell where appropriate.
• Operate within NFPA guidelines and UL certification policies to pass annual inspections.
• Adhere to KPIs such as average handling time, first-call resolution, and data standardization.
• Participate in training and meetings to refresh knowledge.
• Perform other duties as assigned.

Skills

Customer service

Basic PC skills

Microsoft Word

Microsoft Excel

Communication skills

Multitasking

Education

High School Diploma or GED

Tools

Remedy

SmartIT

ServiceNow

Verisae

Job description

Walgreens is seeking a Customer Support Specialist for Security and Fire Life Safety systems to triage issues and provide diagnostic assistance to customers, field technicians, and internal Walgreens teams across retail locations, corporate facilities, distribution centers, and other Walgreens business groups.

You will handle inquiries by phone, email, or ticketing, perform basic remote troubleshooting, dispatch field staff, and coordinate with IT, Asset Protection, and other groups to resolve