Tips: Provide a summary of the role what success in the position looks like and how this role fits into the organization overall.
Responsibilities
Advanced Troubleshooting:
- Connection Issues:
- Verify the internet connection if the system is WiFi enabled.
- Guide the customer to restart their router and check if the system reconnects.
- App or Software Issues:
- Ensure the customer has the latest version of the mobile app or software.
- Guide them through any necessary updates or reinstallation.
- Alarm Not Arming/Disarming:
- Ask the customer to try arming/disarming the system from the control panel and the mobile app.
- Check if there are any zone bypasses or faults preventing arming.
Guiding Through System Reset:
- Instruct the customer on how to perform a factory reset if needed (ensure they understand this will erase custom settings).
- Guide them through reconfiguring the system postreset.
Escalation:
- If the problem persists escalate the call to a higher level of technical support.
- Inform the customer about the next steps and what they can expect.
Closing the Call:
- Summarize the steps taken and confirm if the issue is resolved.
- Provide any additional tips or recommendations for system maintenance.
- Thank the customer for their patience and provide contact information for further assistance.
- Offer a followup call if necessary to ensure the issue remains resolved.
Qualifications
B.tech / Diploma
support analysts,problem analysis,support documentation