Technical Support Agent

GardaWorld is hiring! Join our esteemed team as a Technical Support Agent and contribute to our remarkable journey!

Imagine joining a remarkable company that has been at the forefront of the industry since 2005 – Liberty Security, a Canadian-owned powerhouse proudly under the umbrella of GardaWorld. Based in Edmonton, we are a team of motivated and caring people that has become a leading provider of smart home security and safety services for homes, seniors, and businesses of all sizes across Canada. We tirelessly source, test, and leverage the very latest in technology for life safety, property, and asset protection. We have installed over 70,000 residential and commercial systems in all 10 provinces and 3 territories. We also service over 100 healthcare facilities in Canada.

Your Role:

Our Technical Support Agent plays a vital role in providing expert assistance to both customers and team members, fostering an atmosphere of outstanding service. It's essential to promptly and effectively address customer needs while also supporting the operational requirements of the Service Department. Our vision is for your team to be recognized as the primary reason customers choose to stay with Liberty. 

Job Duties & Responsibilities, include but not limited to: 

• Confident and professional responding to customer telephone inquiries by using the tools and resources
  provided to you.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Exceptional problem-solving skills.
• Able to resolve customer concerns by asking clarifying questions such as determining the cause of the
  problem; selecting and explaining the best solution; expediting corrections; following up to ensure
  resolutions.
• Accurate data entry.
• Make recommendations on improvements or changes that may benefit our clients and increase
  efficiencies.
• Knowing the products inside and out so you can answer questions promptly and with confidence.
• Communicating and coordinating with colleagues, as necessary.
• You are data driven and understand input metrics to drive the right outcomes.
• Organize on-site trips for Service Technicians.
• Willing to take on other projects and duties as assigned.

Key Performance Indicators:

• Achieve SLA requirements for Inbound Call Queues.
• Technical Support completion percentage.
• Team Call Efficiency.
• Technical Support Revenue.
• Service Calls Completed.

Skills Required

• High school diploma.
• Computer literate.
• Technical Client Service experience in security industry for a minimum of 1 year.
• Excellent verbal and written communication skills.
• Ability to articulate and provide clear guidance.
• Ability to work well with a team that is multigenerational and multi-level skill sets.
• Sales experience is a plus.
• Experience handling customer escalations required.
• Technical experience in the field is an asset.
• On-call work may be required.
• Weekend, evenings, and statutory holiday work may be required.
• Primarily an office position.

Reporting To: Technical Support Team Leader 

If you are ready to seize the opportunity to join a leading organization in the security system market, where your skills and dedication will be rewarded, then we invite you to apply today!