DEFENDERS Customer Care Jobs

Customer Care

At DEFENDERS, when you join the Customer Care team, you’ll be a part of a compassionate culture that listens and finds solutions to any customer issue. You’ll receive excellent benefits and internationally ranked training programs. Check out our openings to see how you can be a part of a team that makes sure bad things don’t happen to good people.

Job Information

DEFENDERS Customer Technical Specialist in Indianapolis, Indiana

Overview

Mission of Customer Technical Specialist : This role is responsible for diagnoses and troubleshooting system problems over the phone to increase customer satisfaction by resolving their issue in a timely manner and eliminating the need for a service call.

Responsibilities

EVENING SHIFT

ESSENTIAL FUNCTIONS:

  • Increase customer satisfaction and reduce the number of service calls by utilizing technical training for system troubleshooting and general customer education.

  • Use tracking tools to help identify training opportunities and root cause analysis.

  • Provide feedback to Field Services when Security Advisors/Managers are out of process.

  • Actively participate in team huddles and in coaching session with manager.

  • Assume ownership of learning new or revised processes (SOP) by utilizing information on the Wiki/training manual.

  • Correctly follow call handling guidelines to minimize unnecessary transfers.

  • Answer calls promptly using appropriate call quality guidelines.

  • Support “One Call Resolution” through active listening and call ownership.

Qualifications

Background and Minimum Years Experience:

  • Education: High School Diploma or equivalent

  • Computer literate with the ability to learn Defenders software applications and supporting systems

  • Minimum 1 year of call center experience or customer facing experience or similar experience in a technically related field preferred

  • Must complete and pass a pre-employment drug/background check.

  • If found to be qualified for the next step of our process, you may receive an email and/or text message from our DEFENDERS Talent Attraction team. #CB1

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Job ID 2019-3951

City HEADQUARTERS- CEC

Category Customer Service/Support

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