Job Description – Technical Support Agent - in person

Who We Are

GardaWorld is a global leader in security services, integrated risk management, and cash solutions, employing more than 132,000 highly trained and dedicated professionals.

Driven by a relentless entrepreneurial culture and core values of integrity, vigilance, trust, and respect, GardaWorld delivers sophisticated, customized security and technology solutions through highly sensitive partnerships and consistently superior service delivery.

With a deep understanding that security is essential to conducting business and protecting communities, GardaWorld is proud to be the long-standing security partner of some of the world's largest brands, Fortune 500 companies, and governments.

Our Mission

Our mission is simple: to make the world a safer place by protecting people, assets, and operations for our clients around the world.

We can only achieve this mission by maintaining the highest standards in every jurisdiction in which we operate. We are a values-driven organization and take pride in our work and purpose-driven mindset.

Our core values of integrity, trust, vigilance, and respect are reflected in everything we do across our operations.

Integrity. Trust. Vigilance. Respect.

Your Role

A Technical Support Agent provides expert support to customers and team members through various platforms to create an exceptional service experience.

The role is essential in ensuring that customer needs are addressed quickly and efficiently while meeting the operational requirements of the service department.

The vision is for your team to be the primary reason customers choose to remain with the company.

As a result, the Technical Support Agent plays a vital role in the organization by serving as the first point of contact for resolving technical issues while saving customers valuable time.

Key Performance Indicators (KPIs)

• Team telephone service level

• Average response time

• Average Handle Time (AHT)

• First Call Resolution (FCR)

• Telephone issue resolution rate

• Reduction in unnecessary technician dispatches

• Equipment and service upgrade opportunities

• Customer Satisfaction (CSAT)

• Quality assurance scores

Key Duties and Responsibilities

Responsibilities include, but are not limited to:

• Professionally handle incoming technical support calls and provide customers with prompt and accurate assistance.

• Troubleshoot security alarm systems, cameras, smart home devices, environmental sensors, communication modules, and mobile applications.

• Diagnose technical issues by asking relevant questions, reviewing account history, and using available diagnostic tools.

• Resolve customer issues over the phone whenever possible while minimizing unnecessary technician dispatches.

• Schedule and coordinate service appointments when an on-site intervention is required.

• Clearly explain technical information and system operations in a way that customers can easily understand.

• Advise customers on the proper use and maintenance of their security systems and connected devices.

• Accurately document customer interactions, troubleshooting steps, and solutions in company systems.

• Verify customer information and ensure account records are complete and up to date.

• Escalate complex technical issues to the appropriate departments when necessary.

• Identify opportunities to recommend system upgrades, equipment replacements, or additional services that could enhance the customer's security experience.

• Stay up to date on company products, services, policies, and emerging technologies through ongoing training.

• Collaborate with Service, Monitoring Centre, Customer Service, Sales, and other departments to ensure seamless and efficient customer support.

• Maintain a positive, empathetic, and professional attitude during every customer interaction, particularly in stressful situations.

• Suggest ideas to improve processes, customer experience, and operational efficiency.

• Perform any other related duties or projects as assigned.

Skills and Qualifications

• High school diploma or equivalent.

• Minimum of one year of experience in customer service or technical support.

• Experience supporting security alarm systems, smart home technologies, computer networks, or telecommunications is considered an asset.

• Strong troubleshooting and analytical problem-solving skills.

• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.

• Strong computer skills and the ability to work with multiple applications and software programs simultaneously.

• Excellent attention to detail and the ability to accurately document information and enter data.

• Ability to remain calm, patient, and professional when dealing with challenging customer situations.

• Experience handling situations requiring escalation to higher levels of support is considered an asset.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

• Strong teamwork skills and the ability to collaborate with multiple departments.

• Experience in sales or customer retention is considered an asset.

• Experience as a field technician or knowledge of security alarm system installation and maintenance is considered an asset.

• Willingness to participate in ongoing technical training and obtain product certifications.

• On-call support may be required.

• Evening and holiday shifts may be required.

• This is an on-site position.

Position Details