What are the responsibilities and job description for the Customer Support Representative position at 3SI Security Systems?
As a fast growing, rapid scale, technology company, 3SI Security Systems is a highly respected world leader in asset protection systems designed to recover stolen cash and high-value assets, as well as apprehend criminals and deter crime. Since inception, we have helped recover over $140 million in assets and apprehend over 16,000 criminals!
Position Summary
3SI is headquartered in Malvern, PA and we are currently searching for a Customer Support Representative to join our team! The Customer Support Representative will support our customers, sales team, and other internal teams. In this role, you will need to work well under pressure and be able to manage multiple requests and projects without losing focus. The ideal candidate will have a bachelor's degree, have experience supporting large customers and be a great communicator. Must be proficient using Microsoft Office products (including Outlook, Word, Excel, and Teams) and CRM systems. Candidate must have excellent communication skills (both written and verbal), be a strong problem solver, have project management and interpersonal skills.
Primary Responsibilities
1. Provide direct support to high value customer base, may be assigned as point of contact for customer loss prevention teams.
2. Advocate for customer by working with other 3SI operating teams in Orders, Billing, Field Service, Contracts, Security Center Operations as well as cross functionally with Accounts Receivable and Sales to respond to customer requests, address customer issues, provide necessary reporting and meet SLA requirements.
3. Assess customer needs and resolve issues quickly and accurately.
4. Provide customer and sales support via phone and email.
5. Enter service orders and cases as needed based on customer request.
6. Participate in video / conference calls with Account team and customers.
7. Maintain customer information in various applications and databases and handle changes requested by customers.
8. Provide project updates as required.
9. Support customers’ use of 3SI products and services.
10. Provide back-up assistance to other Customer Support Representatives, as needed.
11. Perform all other work and projects, as assigned
Knowledge, Skills, and Abilities
1. Able to communicate effectively in both written and verbal interaction.
2. Ability to support large high value customers acting as point of contact or specific activities based on account needs
3. Ability to work well under pressure in a fast paced, deadline oriented, changing customer support environment.
4. Strong operational, analytical, problem solving, and independent decision-making skills required.
5. Assess customer needs and resolve issues quickly and accurately.
6. Proven ability to work in a cohesive manner with team members and various departments and levels within the organization and with customers.
7. Utilize Microsoft Office suite of products: Outlook, Teams, Excel, PowerPoint
8. Maintain customer information in various applications and databases and handle changes requested by customers.
9. Understanding of orders, billing, and inventory processes.
10. Other work and projects as assigned
Qualifications
1. Bachelor’s degree
2. Experience supporting large high value customers, preferred
3. Experience working in a fast paced, high growth environment.
4. Microsoft Office experience including Teams, Excel, Word, Outlook. Experience with orders, billing, inventory, and customer support systems.
5. Security industry experience, preferred
6. Experience working with technical products, preferred
7. NetSuite experience, preferred
Additional Comments
1. Position will be based in Malvern, PA.
2. Standard business hours for this role are Monday – Friday 8:30 a.m. – 5:00 p.m. with a rotating 10:30 a.m. – 7:00 p.m. shift every 4 weeks. Start/end times may vary by 1-2 hours based on shift rotation.
Job Type: Full-time
Pay: $22.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Experience level:
- 1 year
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Hybrid remote
Work Location: Hybrid remote in Malvern, PA 19355
Salary : $22 - $24