Remote Services Specialist - Mississauga, Canada - Chubb Fire & Security Canada Corporation
Description
_The Chubb Fire & Security Difference..._
- Service Excellence_
- Technology Leadership_
- Focus on Quality_
- National Coverage_
- Single Point of Contact_
- A Name You Can Trust_
Chubb Fire & Security provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses and residences.
**_
Role Summary:
_****_
Key Job Responsibilities:
_**- To provide triage on remote service customer systems to determine what response is needed (i.e. remote services, field services, customer operations, sales input).
- To effectively execute remote service via client or remote desktop sessions to create a point of presence on the customer system to affect changes to address the issue.
- Escalate to our telecom services vendors regarding any triaged network issues including but not limited to connectivity, intermittent operation, network address translation issues and upgrades.
- To generate concise, accurate and detailed job scopes for fieldwork orders as to effectively direct technicians to the required resolution.
- Analyze incoming requests for work orders requested by others to ensure remote services are attempted prior to work order creation.
- The goal is to fix issues remotely without dispatching a technician to a site.
- To handle phone support requests over phone queues from both our technicians and customers.
- Helping customers having remote services contracts (internal & external) on the programming, troubleshooting of AFX, DSC and CCTV/Integrated systems client software and equipment.
- Provides remote phone support to customers or their agents to resolve issues related to the integration of 3rd party components to the monitored intrusion, Access and CCTV/Integrated systems.
- Responsible for walking customers through the process of helping resolve systems issues, whether the problem relates to a user error, configuration and programming.
- Works closely with other departments as well as our Remote Services team.
- Follows all departmental and company policies, procedures, and standards.
- Create or update standard work pertaining to the documentation process (creation or update).
Qualifications:
_**- College degree and/or two (2) years of vocational or technical training in electronics, loss prevention, security industry.
- Direct, technical experience in the commercial security industry, field installation or service experience
- Intrusion, Access and CCTV/Integrated systems experience preferred.
- Familiarity with a multitude of other electronic and CCTV/Integrated systems devices used in systems integration including relays, timers, wireless devices, environmental sensors, etc.
- Familiarity with computers and operating systems, networking, storage, related cabling and switchgear.
- PC experience in a Windows environment.
- Understanding of virtualized hosted infrastructure and remote connectivity solutions in support of the execution of their required remote services activities.
- Experience in alarm processing systems such as Mastermind with specific tasks associated with account support and issue management functions performed using Mastermind.
More about the position:
_**- Detail-oriented, with excellent verbal and written communication skills.
- Must have the ability to react calmly and professionally in stressful situations with both internal employees in addition to external clients.
- Ability to work flexible hours, weekends and holidays
- Ability to work independently
Our offerings include:
_**Competitive compensation and benefit package
RRSP matching
Employee Discounts
Learning and Development opportunities
Reward and Recognition Program
A culture of performance & accountability
A supportive and positive team environment
**_
Background Check Requirements:
_**- Criminal Background Check
- Reference Check
If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.
More jobs from Chubb Fire & Security Canada Corporation
-
Branch Coordinator
Mississauga, Canada - 2 weeks ago
-
Security Technician
Winnipeg, Canada - 1 week ago
-
Security Solutions Sales Representative
Ottawa, Canada - 3 weeks ago
-
Inventory Control Specialist
Burnaby, Canada - 2 weeks ago
-
Security Technician
Edmonton, Canada - 2 weeks ago
-
Security Solutions Sale Representative
Calgary, Canada - 4 days ago