Apidel Technologies

Indianapolis, IN

Inbound Technician Customer Service Rep

$33,000-$72,000 / YEAR

Duration: 6 months


Responsibilities

  • Take inbound phone calls from technicians requesting uploads and downloads, programming information into new or existing accounts in response to tech request or by scope of work.
  • Dispatches technician to the next job and provides necessary information regarding the service request.
  • Generates field service work order requests when unable to establish remote DLL session.
  • Completes data entry into programming if required when completing a download.
  • Resolves technical issues through research and investigation and responds back to appropriate parties via phone.
  • Performs and issues confirmations when panel download has been completed.
  • After the work is complete, the rep is responsible for requesting the billing information from the technician and moving the job from “Cleared” to “Billable” status.
  • Places systems on test and views signals for the technician.
  • Receives inbound phone calls from service technicians in the field.
  • Handles the call. Does not transfer the technician’s call (unless absolutely necessary), and resolves technician’s questions independently or requests assistance to answer technician’s questions.
  • Clears and bills job tickets for service technician.
  • Assigns the next job ticket to the service technician.
  • Places systems on test and views signals for the service technician.
  • Notifies the Coordinator if a service technician cannot complete the job ticket as assigned; or a service technician requests more work to be assigned.
  • Other duties as assigned.
Job Requirements

Skills required

  • Ability to multi-task; strong customer service, problem-solving, and communication skills.
  • Competency in Microsoft Windows / Office.
  • Must be a team player and able to work as business needs dictate.
  • Ability to type 35 wpm.
  • Excellent communication skills.
  • Basic knowledge of computer applications.
  • Strong organizational skills.

Skills preferred

  • Demonstrated knowledge of all panel types and special programming projects.
  • Ability to perform technical research to resolve complex problems in various versions of Focus, Safewatch, Vista, Radionics, DMP and DSC panels.

Education

  • High school degree or equivalent required.

Experience

  • 1 to 3 years of contact / call center experience.
  • Experience with alarm installation, DLL, technical support, or data processing preferred.