****We’re Hiring Technical Support Superstars!
Are you someone who thrives on solving problems, loves helping people, and enjoys working in a dynamic, fast-paced environment? If so, Zirrus is looking for you!
We’re seeking two Technical Support Specialists who’s ready to bring their tech know-how and customer service skills to the table. In this role, you’ll be the go-to expert for resolving technical issues related to our products, services, equipment, and technology. You’ll support customers via phone, email, and chat—delivering solutions with confidence, clarity, and a customer-first mindset.
We currently have two open positions , each offering a different hybrid work schedule:
Option 1:
Schedule: Sunday – Thursday, 9:00 AM – 6:00 PM
Work Style: Hybrid work flexibility
Option 2:
Schedule: Tuesday – Friday, 9:00 AM – 6:00 PM, and Saturday 8:00 AM – 5:00 PM
Work Style: Hybrid work flexibility
Training Period (for both positions): Monday – Friday, 8:00 AM – 5:00 PM (typically 8–10 weeks) **
**
Essential Job Functions
- Manage ongoing inbound and/or outbound calls, chats, and emails in a timely manner; follow protocol for follow-up calls. Serve as a liaison between Zirrus and customer base.
- Identify customers’ needs, clarify information, assess technology, and fully research every issue to provide a timely response and solution
- Provide various levels of technical support and offer viable solutions or alternative options that are acceptable to the customer
- Maintain knowledge of product offerings, systems, billing processes, policies, etc. and educate customers and/or employees on such items
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by providing required technical support and excellent customer experience
- Document all customer interactions in CRM in a logical and understandable manner
- Meet personal/team qualitative and quantitative KPI targets
- Recognize challenging customer dynamics and personalities, and escalate when needed
- Requires NC Alarm Systems Licensing Board registration, this registration process includes an extensive background check, fingerprinting, and application process.
- Other duties as assigned
Knowledge, Skills and Abilities
- Strong verbal and written communication skills
- Strong problem-solving skills
- Skilled in active listening and ability to clearly communicate information
- Ability to explain complex technical issues in simple, understandable terms
- Patience; ability to adapt and professionally manage challenging personality types
- Ability to learn, multi-task, set priorities and manage time effectively
- Knowledgeable of company policies, practices and procedures
- Ability to work varying shift schedules and be on call
- Demonstrate technical ability
Education and Experience
- Previous experience in customer service, customer support or comparable role preferred – 3 plus years
- Experienced and effective user of technology
- Familiarity with the industry is a plus
- High school diploma required/ degree in relevant discipline preferred (must be willing to obtain further training)
If you're ready to make an impact, grow your skills, and be part of a supportive team that values your contributions—please apply!