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Remote Services Specialist
3 weeks ago
**_The Chubb Fire & Security Difference..._**
- Service Excellence_
- Technology Leadership_
- Focus on Quality_
- National Coverage_
- Single Point of Contact_
- A Name You Can Trust_
Chubb Fire & Security provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses and residences. We deliver advanced solutions to many of the most demanding security and life safety requirements across the country. Our coast-to-coast coverage is provided through a team of experts sharing a common focus on service excellence. Our proven capabilities yield the ultimate in peace of mind to those that we serve.
**_
Role Summary:_**
**_
Key Job Responsibilities:_**
- To provide triage on remote service customer systems to determine what response is needed (i.e. remote services, field services, customer operations, sales input).
- To effectively execute remote service via client or remote desktop sessions to create a point of presence on the customer system to affect changes to address the issue.
- Escalate to our telecom services vendors regarding any triaged network issues including but not limited to connectivity, intermittent operation, network address translation issues and upgrades.
- To generate concise, accurate and detailed job scopes for fieldwork orders as to effectively direct technicians to the required resolution.
- Analyze incoming requests for work orders requested by others to ensure remote services are attempted prior to work order creation.
- The goal is to fix issues remotely without dispatching a technician to a site.
- To handle phone support requests over phone queues from both our technicians and customers.
- Helping customers having remote services contracts (internal & external) on the programming, troubleshooting of AFX, DSC and CCTV/Integrated systems client software and equipment.
- Provides remote phone support to customers or their agents to resolve issues related to the integration of 3rd party components to the monitored intrusion, Access and CCTV/Integrated systems.
- Responsible for walking customers through the process of helping resolve systems issues, whether the problem relates to a user error, configuration and programming.
- Works closely with other departments as well as our Remote Services team.
- Follows all departmental and company policies, procedures, and standards.
- Create or update standard work pertaining to the documentation process (creation or update).
**_
Qualifications:_**
- College degree and/or two (2) years of vocational or technical training in electronics, loss prevention, security industry.
- Direct, technical experience in the commercial security industry, field installation or service experience - Intrusion, Access and CCTV/Integrated systems experience preferred.
- Familiarity with a multitude of other electronic and CCTV/Integrated systems devices used in systems integration - including relays, timers, wireless devices, environmental sensors, etc.
- Familiarity with computers and operating systems, networking, storage, related cabling and switchgear.
- PC experience in a Windows environment.
- Understanding of virtualized hosted infrastructure and remote connectivity solutions in support of the execution of their required remote services activities.
- Experience in alarm processing systems such as Mastermind with specific tasks associated with account support and issue management functions performed using Mastermind.
**_
More about the position:_**
- Detail-oriented, with excellent verbal and written communication skills.
- Must have the ability to react calmly and professionally in stressful situations with both internal employees in addition to external clients.
- Ability to work flexible hours, weekends and holidays
- Ability to work independently
**_
Our offerings include:_**
Competitive compensation and benefit package
RRSP matching
Employee Discounts
Learning and Development opportunities
Reward and Recognition Program
A culture of performance & accountability
A supportive and positive team environment
**_
Background Check Requirements:_**
- Criminal Background Check
- Reference Check
We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.
