17 days old

Electronic Security Administrator

Cornelius, NC 28031

Effectively manage and optimize the Electronic Security Database maintenance, corporate wide, monitor and address customer issues relative to monitoring and electronic security. Communicate issues and requirements to technicians and customers.\u0026nbsp; Deal directly with monitoring issues with central station, service issues, field technical support and customer service. Send correspondence including emails and letters and research customer service issues.\u0026nbsp; Strive to improve quality goals, dispatch methodology and overall customer service.\u0026nbsp; Update customer information and contract requirements in database.

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Essential Duties and Responsibilities:

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  1. Receive inbound service calls from client banks and/or call centers.
  2. Diagnose and resolve service issues where possible.
  3. Maintain timely and accurate information on service calls in service system.
  4. Provide technical support to support field service organization.
  5. Manage service tickets through to completion/close-out.
  6. Collect, analyze and report customer feedback on products and services.
  7. Properly maintain all approved and signed monitoring agreement contracts for filing and billing purposes.
  8. Review Daily Accumulated Activity Reports, Late to Test Reports and resolve or escalate as necessary to supervisor.
  9. Follow-up with customers on all service-related issues, both electronic and physical security.
  10. Generate daily, weekly, and monthly reports related to service dispatch, alarm reports and issues requiring follow-up action.
  11. Adhere to all corporate authorities and policies relating to code of conduct.
  12. Organize and file all correspondence, contracts and site data sheets.
  13. Receive and review all monitoring invoicing for accuracy.
  14. Communicate and relay information accurately to Accounting for invoicing purposes, including alarm fees and service tickets.
  15. Make all customer changes to the central station data base, including, but not limited to, PIN codes, passwords, user ID\u0026rsquo;s and contact information.
  16. Receive calls from central station involving run-away alarms or customer complaints or issues.
  17. Make changes, by customer request, to alarm panel data, including adding and deleting users, as well as assisting technicians remotely on panel programming issues.
  18. Plan, manage and execute any projects related to multiple sites and service dispatched labor. Including Box drill projects, ATM refresh projects and DVR upgrade projects.

Categories

Industry

  • Information Technology
Posted: 2022-05-04 Expires: 2022-06-04

Convergint is a global, service-based systems integrator whose top priority is service in every way – service to customers, colleagues, and community. Delivering value through unparalleled customer service and operational excellence has been foundational at Convergint. Our promise, and our number one objective, is to be our customers’ best service provider. 

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Electronic Security Administrator

Convergint Technologies
Cornelius, NC 28031

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