Telephone Technical Support Agent

Description

At Sector Alarm, we shape the future to create a safe, comfortable, and sustainable world. Our global team develops innovative solutions to enhance our customers’ security. We are passionate about improving how people live, work, and enjoy life. The future demands clear ideas to safeguard our customers, an entrepreneurial and collaborative mindset that transcends borders; therefore, Sector Alarm is present in Norway, Sweden, Finland, Ireland, Spain, France, Italy, and Portugal—and actively expanding across all markets. We are currently seeking to hire a person for our Telephone Technical Support (TST) team. This person will perform the following duties: * Analyze and identify potential issues and report them to the installer. * Propose alternatives to any technical problems or difficulties that may arise. * Handle telephone incidents reported by technicians to ensure proper resolution. * Monitor test signals on a daily basis. * Monitor low battery and loss of supervision. * Verify that the system operates properly (signals, coverage, etc.). * Perform BIDI. * Manage CRM. * Generate an alert when a fault is detected that cannot be resolved directly via BIDI. * Provide technical support to other departments within the Company. * Prioritize, assign, and filter tasks (Task), routing them to ARC, * Customer Service, and Front. * Deliver programming-related technical support to technicians, DS, users (CS), and ARC. * Analyze the ARC signal. * Configure and maintain electronic devices used by installers. * Remotely program all security systems. * Create tasks for installations. * Generate tickets / work orders and Tasks. * Report on the status and condition of customers’ systems during upgrades and upsells. * Review Highways during installation of new systems. * Monitor and ensure systems are installed and fully operational. * Track routines and standards, and analyze alarm failures. * Manage customer cancellations. * Manage SIM cards for installations. To this end, we seek a candidate who meets the following **requirements:** * Vocational Training (FP) at Intermediate or Advanced Level. * Prior experience in technical roles. * Previous experience as an alarm technician or alarm receiving center operator is highly valued. * Prior experience in the security sector. * Knowledge and hands-on experience with CRM. * Foreign language proficiency is valued. * Prior experience in telephone customer service is valued. * Advanced proficiency in MS Office (Excel, etc.). * Availability to work rotating shifts. **What do we offer?** * Indefinite-term contract with a 40-hour weekly working schedule. * Employment with one of the best companies to work for in Spain (Great Place to Work). * Participation in national and international events and activities alongside the team. Sector Alarm prioritizes hiring individuals with a certified disability degree equal to or greater than 33%.