POSITION DESCRIPTION
The Customer Experience & Technical Support Representative is responsible for managing the day-to-day client experience, ensuring clear communication, proactive service follow-up, and initial resolution of technical or service situations. This role acts as the operational bridge between the client, the administrative office, and the technical team — elevating service perception and operational control.
Equipped with both customer-facing skills and a working knowledge of electronic security systems, this representative provides Level 1 technical support and escalates complex issues through the appropriate channel, ensuring nothing falls through the cracks.
KEY RESPONSIBILITIES
Client Communication & Service Management
- Serve as the primary point of contact for clients during post-sale and ongoing service phases.
- Receive, log, and track all incoming requests, incidents, and maintenance calls through the service management system.
- Maintain proactive, professional communication with clients on service status, timelines, and resolution updates.
- Manage client expectations through accurate, timely, and empathetic communication.
SLA Monitoring & Follow-Up
- Track service-level agreements (SLAs) and response time commitments for all open cases.
- Coordinate service scheduling with the Operations & Administration Lead and Technical Operations Lead.
- Flag at-risk SLAs and escalate proactively to avoid client dissatisfaction.
Level 1 Technical Support
- Provide first-level technical assistance to clients, including:
◦ Initial troubleshooting and remote diagnostics
◦ Basic system validation and configuration guidance
◦ Remote session support for straightforward issues
- Accurately document all support interactions, resolutions, and escalations.
- Escalate complex or unresolved technical issues to the Technical Operations Lead with complete context.
Documentation & Case Management
- Maintain detailed records of all client cases, incidents, and solutions in the service platform.
- Generate service reports and case summaries as required by the Operations & Administration Lead.
- Contribute to a knowledge base of common issues and resolutions to improve first-call resolution rates.
Client Onboarding & User Support
- Support new client onboarding: system orientation, user training on basic functions, and documentation delivery.
- Assist clients in understanding their installed systems and how to use key features.
Continuous Improvement
- Identify recurring issues or patterns in client feedback and communicate findings to the Operations & Administration Lead.
- Propose improvements to service workflows, communication templates, and support processes.
- Participate in departmental meetings to provide a client-facing perspective on operational performance.
QUALIFICATIONS
- Associate’s or Bachelor’s degree in Business Administration, Communications, Information Technology, or a related field.
- 1–3 years of experience in a customer service, technical support, or helpdesk role.
- Basic familiarity with electronic security systems (CCTV, access control, alarms) is a strong plus — formal technical training will be provided.
- Proficiency in service management platforms (e.g., Salesforce, ServiceNow, Freshdesk, or similar).
- Excellent written and verbal communication skills in English and Spanish.
- Ability to manage multiple open cases simultaneously with accuracy and calm under pressure.
Job Types: Full-time, Contract
Benefits:
- Health insurance
- Paid time off
- Referral program
Education:
Work Location: In person
