Technical Services Representative2019-05-27T14:13:08+10:00
About ADT Security:In Australia, ADT is committed to providing ongoing reliable, quality service and innovative products to all our customers. From protection of the average Australian home and corner shop to the provision of sophisticated security systems for major commercial facilities such as banking institutions, airports, large corporations and government agencies, ADT provides security solutions tailored to the individual risk. ADT Security is now a Johnson Controls Company.Roles and Responsibilities:Respond to incoming calls regarding equipment faults, service bookings and customer complaints pertaining to the service of ADT alarm systemsConduct basic troubleshooting to try and fix the fault over the phone and assess whether a technician is required to attend siteSupport the service department in order to achieve professional and timely service delivery & increased prevention of unnecessary site visits through troubleshooting & resolutionPerform a variety of customer service and administration functions related to the establishment of contracts for the ADT business on a national basis Specific Accountabilities:Provide an exceptional customer experienceTaking incoming customer equipment service related calls, troubleshooting and assisting the customer to resolve over the phone where possibleDocument all calls and actions are taken into MASTERMIND ensuring that all updates and amendments are accurateReceiving incoming calls, faxes, and contracts related to setting up of contracts into MASTERMINDConduct credit checks on customers as per guidelinesTaking and entering information into MASTERMIND customer contract details which may include but is not limited to: customer site information, contract and billing, and banking  information, alarm dispatch instructions, emergency contactsDocument all calls and actions are taken into MASTERMIND ensuring that all updates and amendments are accurateHandle all customer complaints promptly and amicably, escalating where necessaryAssist customers where possible, without transferringFollow through and take ownership of all queries where possibleConsistently meets or exceeds all quality and productivity standardsFollow Shift Manager’s instructionsContribute to well-staff and a safe and healthy workplace through Person Specification:A current and valid driver’s license and the car is also essential, as there is no public transport in the area after hoursThe successful applicant must hold or be able to obtain and maintain a Security License and Senior First Aid CertificationTraining will be provided and funded to obtain a Security License if the successful applicant does not possess oneTo be eligible to apply for this position you must be an Australian Citizen or Australian Permanent Resident Knowledge and Experience:Have or be able to complete, qualify and attend Security License and Senior First Aid CourseMust possess can do attitudeProvides an exceptional customer experience each and every timeMinimum 12months full time customer service experience or security control roomHas the functional and technical knowledge and skills to do the job at a high level of accomplishmentTechnical troubleshooting expertiseHas a passion for wanting to know how things workPicks up new things quicklyIs good a learning new skills, product and technical knowledgeShows tenacity in finishing especially in the face of resistancePursues everything with energy, drive and a need to finish  50000 AUD Rydalmere 2116

Technical Services Representative

About ADT Security:

In Australia, ADT is committed to providing ongoing reliable, quality service and innovative products to all our customers. From protection of the average Australian home and corner shop to the provision of sophisticated security systems for major commercial facilities such as banking institutions, airports, large corporations and government agencies, ADT provides security solutions tailored to the individual risk. ADT Security is now a Johnson Controls Company.

Roles and Responsibilities:

  • Respond to incoming calls regarding equipment faults, service bookings and customer complaints pertaining to the service of ADT alarm systems
  • Conduct basic troubleshooting to try and fix the fault over the phone and assess whether a technician is required to attend site
  • Support the service department in order to achieve professional and timely service delivery & increased prevention of unnecessary site visits through troubleshooting & resolution
  • Perform a variety of customer service and administration functions related to the establishment of contracts for the ADT business on a national basis

 

Specific Accountabilities:

  • Provide an exceptional customer experience
  • Taking incoming customer equipment service related calls, troubleshooting and assisting the customer to resolve over the phone where possible
  • Document all calls and actions are taken into MASTERMIND ensuring that all updates and amendments are accurate
  • Receiving incoming calls, faxes, and contracts related to setting up of contracts into MASTERMIND
  • Conduct credit checks on customers as per guidelines
  • Taking and entering information into MASTERMIND customer contract details which may include but is not limited to: customer site information, contract and billing, and banking  information, alarm dispatch instructions, emergency contacts
  • Document all calls and actions are taken into MASTERMIND ensuring that all updates and amendments are accurate
  • Handle all customer complaints promptly and amicably, escalating where necessary
  • Assist customers where possible, without transferring
  • Follow through and take ownership of all queries where possible
  • Consistently meets or exceeds all quality and productivity standards
  • Follow Shift Manager’s instructions
  • Contribute to well-staff and a safe and healthy workplace through

 

Person Specification:

  • A current and valid driver’s license and the car is also essential, as there is no public transport in the area after hours
  • The successful applicant must hold or be able to obtain and maintain a Security License and Senior First Aid Certification
  • Training will be provided and funded to obtain a Security License if the successful applicant does not possess one
  • To be eligible to apply for this position you must be an Australian Citizen or Australian Permanent Resident

 

Knowledge and Experience:

  • Have or be able to complete, qualify and attend Security License and Senior First Aid Course
  • Must possess can do attitude
  • Provides an exceptional customer experience each and every time
  • Minimum 12months full time customer service experience or security control room
  • Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
  • Technical troubleshooting expertise
  • Has a passion for wanting to know how things work
  • Picks up new things quickly
  • Is good a learning new skills, product and technical knowledge
  • Shows tenacity in finishing especially in the face of resistance
  • Pursues everything with energy, drive and a need to finish