Technical Client Relationship Executive

The Technical Client Relationship Executive (Technical CRE) position resides within the Customer Service Department of the Guardsman Group. The objective of this role is to provide exceptional customer service through the provision of effective and efficient technical support.

A Little About Us

The Guardsman Group stands on over 40 years of experience, unmatched technical capabilities and the unwavering belief in the right of safety for all. Each and every day, our matchless range of services puts Guardsman in the lives of people in every corner of Jamaica and throughout the Caribbean. We've pioneered technologies and perfected procedures to give our customers the best solutions for their homes and businesses. As we enter another decade, we continue to be the industry leader. Today, Guardsman consists of 13 companies and over seven thousand talented staffers who are proud to call themselves a Guardsman.

What You'll Be Doing

• Identifies, investigates, and resolves technical client issues in a timely manner while providing exceptional customer service.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Manage iProtect and Metaverse database to include onboarding of new clients, courtesy calls and the management of client issues.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; executing the solution and conducting follow-ups to ensure resolution and satisfaction
• Follow up with the assigned technician and advise the client if there has been a change or cancellation.
• Attend technical site visits as needed
• Place daily Courtesy calls to Metaverse clients and action any issues/complaints discovered.
• Work with the Collection/Accounting team to provide client statement/invoices on request.
• Input all client interactions and client issues in the CRM software (or report templates) in a timely manner to ensure for real time monitoring of client cases.
• Generate the necessary reports on client interactions, outlining issues and reporting on the resolution status.

A Little Bit About You

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software

Minimum Qualifications

• Bachelor’s degree in Computer Science, Business Management or related field preferred.
• At least three years of experience in customer technical support highly preferred.
• Must have a valid driver’s licence and a reliable motor vehicle

We thank all respondents for their interest, however, only shortlisted applicants will be contacted.