Technical Support Lead

February 12

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Secure it Securities Corp

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Secure IT Securities Corp. is a professional security company based in Rockland County, NY, providing advanced home security solutions to the local community. They offer a variety of services including interactive home security systems, monitoring services, fire alarm monitoring, and smart home integrations. With a focus on personalized security solutions and a community-centered approach, Secure IT Securities Corp. ensures the safety and comfort of its clients through tailored security installations and 24/7 emergency service.

NYS Alarm License

2 - 10 employees

Founded 2013

🔐 Security

👥 B2C

📋 Description

• Diagnose, troubleshoot and resolve issues with assigned clients, implementations, training, increase adoption, ensure retention, and high levels of customer satisfaction • Respond to technical support tickets to help establish a trusted and strategic advisor relationship to help drive continued value of our products and services • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings • Maintain existing customer success metrics and data as directed • Propose simple and effective solutions building trust and rapport, highlighting best practices, and proper logging of all issues • Provide accurate feedback to customers promptly in accordance with SLA’s • Facilitate interaction and workflow between team members, including engineering and account team, to ensure deliverables are on time • Collaborate, problem solve, and/or strategize upcoming client meetings with team members • Prepare accurate reports promptly and maintain the highest level of customer satisfaction

🎯 Requirements

• 3-5 years of experience in customer support, customer success and 1-2 Years in Cyber/Data Protection • Strong verbal and written communication, critical thinker, and customer focused attitude • Good technical knowledge • Comfortable working across multiple departments in a deadline-driven environment • Active team player, self-starter, and multitasker who can quickly adjust priorities • Prior experience working with customers from North America, Europe or Asia Pacific providing support or training for a technology-based product