Duncan Security Customer Support

Job Summary: This position is responsible for handling Duncan Security service and support questions from builders and customer’s phone calls and emails. They help troubleshoot system issues, schedule service and upsell products to satisfy the builders and customer’s needs or problems while providing the best customer service possible.

Responsibilities:

• Answering customer phone calls and emails regarding system issues and providing solutions to solve the problem.
• Troubleshoot equipment and security apps.
• Schedule technician visits to fix or install new products.
• Helps with customer security monitoring issues.
• Processes equipment returns, replaces parts, and processes new equipment requests from builders and customers.
• Processes technician time sheets, adding tech notes to each service ticket that is completed and uploading and attaching the technician paperwork to the customer accounts daily.
• Other duties as assigned. 

Experience and Skill Requirements:

• Experience with security equipment a must.
• Be able to provide strong customer service and problem-solving skills in a high call volume setting.
• Proficiency in Microsoft Office programs, including Word, Excel, and Outlook.
• Ability to perform duties with a high degree of accuracy with a strong focus on quality.
• Good interpersonal communication and organizational skills.
• A positive attitude of teamwork and continuous improvement.