We’re Hiring Technical Support Superstars! 

Are you someone who thrives on solving problems, loves helping people, and enjoys working in a dynamic, fast-paced environment? If so, Zirrus is looking for you!

We’re seeking two Technical Support Specialists who’s ready to bring their tech know-how and customer service skills to the table. In this role, you’ll be the go-to expert for resolving technical issues related to our products, services, equipment, and technology. You’ll support customers via phone, email, and chat—delivering solutions with confidence, clarity, and a customer-first mindset.

We currently have two open positions, each offering a different hybrid work schedule:

     Option 1:

          Schedule: Sunday – Thursday, 9:00 AM – 6:00 PM

          Work Style: Hybrid work flexibility

      Option 2:

          Schedule: Tuesday – Friday, 9:00 AM – 6:00 PM, and Saturday 8:00 AM – 5:00 PM

          Work Style: Hybrid work flexibility

      Training Period (for both positions): Monday – Friday, 8:00 AM – 5:00 PM (typically 8–10 weeks)
  

 Essential Job Functions

• Manage ongoing inbound and/or outbound calls, chats, and emails in a timely manner; follow protocol for follow-up calls.  Serve as a liaison between Zirrus and customer base.
• Identify customers’ needs, clarify information, assess technology, and fully research every issue to provide a timely response and solution
• Provide various levels of technical support and offer viable solutions or alternative options that are acceptable to the customer
• Maintain knowledge of product offerings, systems, billing processes, policies, etc. and educate customers and/or employees on such items
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by providing required technical support and excellent customer  experience
• Document all customer interactions in CRM in a logical and understandable manner
• Meet personal/team qualitative and quantitative KPI targets
• Recognize challenging customer dynamics and personalities, and escalate when needed
• Requires NC Alarm Systems Licensing Board registration, this registration process includes an extensive background check, fingerprinting, and application process.
• Other duties as assigned

Knowledge, Skills and Abilities

• Strong verbal and written communication skills
• Strong problem-solving skills
• Skilled in active listening and ability to clearly communicate information
• Ability to explain complex technical issues in simple, understandable terms
• Patience; ability to adapt and professionally manage challenging personality types
• Ability to learn, multi-task, set priorities and manage time effectively
• Knowledgeable of company policies, practices and procedures
• Ability to work varying shift schedules and be on call
• Demonstrate technical ability

Education and Experience

• Previous experience in customer service, customer support or comparable role preferred – 3 plus years
• Experienced and effective user of technology
• Familiarity with the industry is a plus
• High school diploma required/ degree in relevant discipline preferred (must be willing to obtain further training) 

If you're ready to make an impact, grow your skills, and be part of a supportive team that values your contributions—please apply!