Technical Support Specialist
Department: Technical Support
Location: Syracuse, NY
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Location
This position is 100% in-office and reports to our facility on-site in Syracuse, NY.
Role Summary
Help protect life and property at Rapid Response. Rapid Response Monitoring is searching for a passionate problem-solver to join our fast-paced Technical Services team. As our frontline Technical Support Specialist, you will be ensuring our customer alarm and fire systems run smoothly 24/7. Your expertise will directly impact their safety and peace of mind, making every day a rewarding experience.
Hours
Various (5:00am-5:00pm; 12:00pm-9:00pm)
Salary Range
$60,000 - $80,000 based upon experience
Responsibilities
- Thrive in a dynamic environment: work independently and collaboratively in a fast-paced support center, solving problems under pressure.
- Troubleshooting guru: diagnose and resolve technical issues related to customer alarm and fire systems, ensuring their seamless operation.
- Communication expert: clearly communicate via phone, email, chat, ticketing system or in person complex technical concepts to customers or staff members, fostering trust and exceeding expectations.
- Documentation: recording and tracking customer issues, solutions, and interactions for future reference
- Thrive in a dynamic environment: work independently and collaboratively in a fast-paced support center, solving problems under pressure.
- Customer Focus: prioritizing customer satisfaction and ensuring a positive experience
- Manufacturer and Product Knowledge: Staying up to date with industry manufacturers and RRMS products and services
- Make a difference: monitor our network and applications proactively to ensure 24x7 availability of our critical systems.
Basic Qualifications
- Associate-s degree, 2 years of IT experience, or equivalent military experience.
- Experience in high-volume technical support role.
- Proficient computer skills and applications (i.e., typing, Word, Excel, Ticket Systems, Web Applications).
- Many of our positions require an extra level of screening to obtain Department of Defense security clearance.
COVID-19 Vaccine Requirements
Must be vaccinated against COVID-19. No boosters required at this time.
What awaits you at Rapid Response
- Medical, Dental, Vision, and 401k
- Paid vacation and sick time
- Wellness program and wellness days off
- Internal advancement opportunities
- The opportunity to make an impact on communities across the country every day
About Rapid Response
Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it-s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join .
Located in Franklin Square, Rapid Response prides itself as a newly remodeled state-of-the-art facility containing ultra-modern technology. From touch-free entrances and continual sanitization to iPad break rooms and comfortable lounge areas, our employees enjoy a pristine and contemporary work environment.
Additional Information
Rapid Response offers competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at . Rapid Response is an Equal Opportunity Employer.
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