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The Systems Support Technician (Programmer) provides specialized technical support to Field Technicians by performing upload and download functions for National Account and Core Commercial customers. To succeed, our Programmers apply knowledge of low to high end panels, video, and government. Our Programmers also assist with technical trouble-shooting and special programming projects. This position requires high degree of technical ability to research and resolve issues on DMP, Radionics, Focus, Safewatch, Vista and DSC panels.
Take inbound phone calls from technicians requesting uploads and downloads, programming information into new or existing accounts in response to tech request or by scope of work.
Generates field service work order requests when unable to establish remote DLL session.
Completes' data entry into programming if required when completing a download.
Resolves technical issues through research and investigation and responds back to appropriate parties via phone.
Performs and issues confirmations when panel download has been completed.
Other duties as assigned.
What we look for
Required
Ability to multi-task; strong customer service, problem-solving, and interpersonal skills.
High school degree or equivalent preferred.
Proficiency in Microsoft Windows / Office.
Must be a teammate and able to work as business needs require.
Preferred
Proven knowledge of all panel types and special programming projects.
Experience with alarm installation, DLL, technical support, or data processing preferred.
Ability to perform technical research to resolve sophisticated problems in various versions of Focus, Safewatch, Vista, Radionics, DMP and DSC panels.
1 to 3 years of contact / call center experience.
What we offer:
Robust Starting Pay
Paid Training
Global Advancement Opportunities
Company Vehicle (as applicable)
Referral Bonuses
Comprehensive Benefits
Medical/Dental/Vision insurance
Health Savings Account (HAS)
Life Insurance
401(k) savings plan with company match
Short-Term and Long-Term Disability
Employee Assistance Program
Wellness Program
And More!
Hiring Compensation Range: $41,600-$62,400 USD. (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. For details, please visit the Employee Benefits tab on our main careers page at .