Technical Support Advisor

Job content

A bit about the role…

Working for our enthusiastic and supportive Team Leader you will provide basic 1st line technical assistance to the existing and new customer base in relation to our products and services. You will use remote diagnostic tools to interrogate systems and provide immediate or short term solutions. Additionally you will maintain record of any temporary disconnections and monitor through to re-connection.

In this role you will monitor and record alarm activations daily from security systems, and carrying out resets in line with industry guidelines. You’ll investigate troublesome systems to identify the root cause of the activation and arrange follow up action as required and log outcomes. At times you will need to liaise with local authorities (Police) where required to manage response levels to systems and arrange works to upgrade systems where required.

We are looking for an enthusiastic, self-motivated, professional individual with excellent verbal and written communication. Work comes through various channels (email, telephone, web chat, Google hangout) so good pc skills and the ability to multitask, prioritise and manage your own workload are essential.

If you like your days to fly by, then our role would be perfect for you! You will also have a flexible approach to tasks and working hours – availability to work 40 hours a week between Monday to Friday 8am to 8pm
Key Responsibilities …

• Day-to-Day Technical Support for end users
• Manage “Cloud Based” Portals for Security System Registration and Maintenance
• Use of Remote Diagnostics Software to Rectify Faults or provide temporary solutions Maintaining a log of Temporary Disconnections
• Manage False Alarm Process, Maintaining an Accurate Dashboard and Reacting to Troublesome Systems whilst Monitoring and analysing trends
• Liaise with customersengineers to understand cause of false activations, Ensure Engineer visits are planned where appropriate, and monitor feedback
• Carry out Remote Resets of Intruder Alarms in line with industry requirements

What we offer…

• 25 days holiday + 8 days bank holiday
• Access to employee assistance programmes
• Discounts with national retailers
• Eye care vouchers
• Mobile Phone Discounts
• Reward & Recognition Scheme
• Company Pension Scheme

Who are we?

Protect My Property is one of the UK’s leading experts in security solutions for home and business. From its Newcastle Contact Centre the company services and maintains over 15,000 security and surveillance systems in domestic and business properties nationwide. The company is proud of the breadth of its offerings which range from traditional intruder alarm and CCTV solutions to its innovative Smart Homes connected product that combines interactive security, video monitoring and home automation capabilities into one self-install system.

We are part of M Group Services, a £1.4 billion turnover business, with a wide and diverse field of operations that regularly presents opportunities for growth. We work with our clients and partners to ensure we keep abreast of industry developments and remain at the forefront of progress. We have been one of the Times 100 Top Track Companies for the last three years running.

Reference ID: 7319

Job Types: Full-time, Permanent

Salary: £18,718.00 per year

Benefits:

• Company pension
• On-site parking

Schedule:

• 8 hour shift

Work remotely:

• No