Technical Support Specialist 3 - Remote

Convergint Technologies; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Convergint Technologies is seeking a Technical Support Specialist passionate about providing exceptional service in security systems. The role involves supporting new installations, troubleshooting issues, and training customers, all while fostering a collaborative environment. With a commitment to growth and customer satisfaction, you'll play a crucial role in enhancing our team's performance and culture.

Benefits

10 Company Holidays and Paid Time Off starting at 13 days annually

Life Insurance & Disability Plan

401K Matching Plan

Competitive Salary and Compensation Plan

Vehicle Reimbursement Plan or Company Vehicle

Paid Parental Leave

Qualifications

• Exceptional customer service skills with ability to work under pressure.
• 5+ years of related experience in electronic security systems.
• Advanced programming and troubleshooting skills.

Responsibilities

• Support and program new security systems including Access Control and CCTV.
• Interact with construction teams and subcontractors on-site.
• Train customers on equipment and provide continued service support.

Skills

Customer Service

Troubleshooting

Technical Skills

Organizational Skills

Communication Skills

Networking Skills

Education

High School/GED

Tools

MS Office

SQL

Job description

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Technical Support Specialist to join our amazing culture. In this role, you will be responsible for supporting new security systems which includes Access Control, CCTV, Intrusion, Intercom, network devices and continued service support. You will also be responsible for programming of multiple security platforms, Database migration, import and export of data, customization of systems and physical installation of controllers and field devices. You will have direct interaction with construction team on site and provide instructions to subcontractors and device installers on site. You will also provide a demonstration of equipment and train the customer while assisting with close out documentation and continued service support. As a Technical Support Specialist, you are a part of a dynamic team that allows you to grow as Convergint grows.

For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces equal opportunity and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Technical Support Specialist.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with “Our Training and Your Experience”

• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• Responds to a variety of customer service calls, scheduled maintenance calls, and emergency and after-hours calls on a timely basis; will diagnose, troubleshoot, repair and debug a variety of systems for more complicated problems. Uses solid troubleshooting skills to isolate and fix problems in malfunctioning equipment or software. Installs projects as necessary.
• Executes all work in accordance with State, local regulations, general best practices as well as company health and safety policies and procedures. Fill-out daily Field level Safety report. Assess Safety daily on site and participates in weekly safety discussions
• Programs many security applications. Programs network devices, CCTV and video recording equipment.
• Ability to demonstrate equipment, commission new systems, analyze performance and identify malfunctions. Writes routine programs for systems.
• Consults with supervisor to resolve unusual problems in system operation, maintenance, and warranty work. Owns position on team. Sets example for junior team member, Is subject matter expert on hardware and software. Works directly with Project Management, Purchasing and Sales.
• Advises supervisor regarding customer satisfaction, product performance, installation techniques and standards as well as suggestions for product improvements.
• Executes many of the technical aspects of multiple projects with varying timelines and budgets including, programming, graphics development, start-up, certification testing, customer training, close-out documentation, and on-going technical support etc. Participates in system staging and product testing
• Identifies potential project risks, communicates to appropriate parties and assists in the development and implementation of strategies to minimize impact and to control deviations from estimated costs and project deadlines.
• Works closely with the Project Manager and/or supervisor and assists in the overall coordination of specific projects; makes recommendations regarding quality of work and potential changes in scope and identifies ways to continuously improve customer satisfaction.
• Acts as “our customer’s best service provider” at all times thereby ensuring Convergint Technologies is the customer’s first choice for service.
• Communicates with and works with the other team members consistently to improve overall operations of the Convergint Technology Center, and company.
• Keeps up to date and informed on all company policies.
• Performs other duties and responsibilities as requested or required.

What You’ll Need

• Has exceptional customer service skills. The ability to maintain focus and ability to work under pressure; ability to Gain customers confidence. Able to anticipate customer needs and deliver results.
• Has advanced technical skills and experience related to electronic security systems.
• Advanced programming skills and proven ability to troubleshoot problems and look for solutions.
• Good verbal, written and interpersonal communication skills
• Good organizational skills and the ability to handle multiple projects simultaneously.
• Good computer skills including exposure to MS Office applications (Outlook, Word, Excel)
• Good skills with Spreadsheets and Data management
• Some experience with SQL and database
• Good networking skills (Advanced preferred)
• Working knowledge of physical security and door Hardware
• Understanding of relay and relay logic
• Ability to demonstrate and train others.

Company Benefits

Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits:

• 10 Company Holidays and Paid Time Off starting at 13 days annually
• Fun & Laughter Day Off
• Life insurance & Disability Plan
• Wellness Program
• 401K Matching Plan
• Colleague Assistance Program
• Competitive salary and compensation plan
• Vehicle reimbursement plan or company vehicle
• Corporate Social Responsibility Day
• Cell phone reimbursement (if applicable)
• Paid parental leave

Requirements:

Education: High School/GED or equivalent experience

Minimum Experience: 5+ years of previous, related field experience.

• Experience with PACOM Security Systems is required.
• Experience in the electronic and security industry is required.

Convergint is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

Please note that this job posting includes salary information for the assigned target market range within the primary geographic region the requisition is posted. If the position is posted in multiple locations or is a remote position, the salary range may vary. Individual pay rates will, of course, vary depending on the job, department, and location, as well as the individual skills, experience, certifications, specific licenses, and education of the applicant.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.