Job Description

JOB SUMMARY: This position is responsible for handling Duncan Security service and support questions from builders and customer’s phone calls and emails. They help troubleshoot system issues, schedule service and upsell products to satisfy the builders and customer’s needs or problems while providing the best customer service possible.

RESPONSIBILITIES:

• Answering customer phone calls and emails regarding system issues and providing solutions to solve the problem.
• Troubleshoot equipment and security apps.
• Schedule technician visits to fix or install new products.
• Helps with customer security monitoring issues.
• Processes equipment returns, replaces parts, and processes new equipment requests from builders and customers.
• Processes technician time sheets, adding tech notes to each service ticket that is completed and uploading and attaching the technician paperwork to the customer accounts daily.
• Other duties as assigned.

EXPERIENCE AND SKILL REQUIREMENTS:

• Experience with security equipment preferred.
• Be able to provide strong customer service and problem-solving skills in a high call volume setting.
• Security experience preferred.
• Proficiency in Microsoft Office programs, including Word, Excel, and Outlook.
• Ability to perform duties with a high degree of accuracy with a strong focus on quality.
• Good interpersonal communication and organizational skills.
• A positive attitude of teamwork and continuous improvement.

EDUCATION:

High school diploma or equivalent.

SCHEDULE:

Monday – Friday 8:00 a.m. to 5:00 p.m.

Company Description

Who is Datasmart/Duncan Security? Datasmart/Duncan Security, LLC is a provider of new home structured wiring, security, and custom audio/video systems with new home builders in the greater Houston area. Duncan Security is an established security alarm company and has been a leading provider of security alarm monitoring services for 20+ years. We have earned the opportunity to work for the largest national home builders serving the local Houston market. Duncan Security offers affordable and easy-to-use interactive services enabling customers to access/control their home lighting, cameras and/or alarm system remotely through a smart phone or other device. www.datasmartllc.com