Support Specialist/Engagement InternAt — Quantex Security

Customer Service & Integration Intern – Role Description

As a Customer Service & Integration Intern at Quantex Security, the intern will be introduced to a variety of essential business services that support customer satisfaction and retention. This role provides hands-on experience in key areas such as customer service, retention, technical support, and field service coordination.

Key Responsibilities:

• Customer Outreach: Contact existing customers to ensure their alarm and integration systems are functioning properly.

• Information Management: Accurately document the customer’s system status and interaction details in their file.

• Issue Resolution: If an issue is reported, actively listen to the customer’s concerns, identify the problem, and provide appropriate support.

• Service Scheduling: Arrange service appointments when necessary and send reminders to customers ahead of their scheduled visit.

• Technical Troubleshooting: Assist customers over the phone with basic programming or technical issues. If unresolved remotely, escalate the issue by coordinating with a technician.

• On-Site Support: When required, accompany a technician to the customer’s location to help resolve system problems and provide additional customer support.

Tasks:

Student Duties Aligned with Learning Outcomes:

Customer Contact & Communication

Make outbound calls to existing customers to assess system functionality and customer satisfaction.

Respond to incoming customer inquiries with professionalism and clarity.

Use active listening and conflict-resolution strategies during customer interactions.

Issue Documentation & Reporting

Accurately log customer feedback, service status, and technical issues into the company’s CRM system.

Maintain detailed and organized records of all communication and service actions.

Technical Troubleshooting Support

Guide customers through basic troubleshooting and system programming over the phone.

Identify issues that require escalation to a technician and document technical details.

Service Scheduling & Follow-Up

Schedule service appointments based on customer needs and technician availability.

Provide reminders and confirmations to customers in advance of appointments.

Follow up post-service to ensure the issue was resolved and customer is satisfied.

Field Observation & Support

Accompany technicians on service calls to observe and understand on-site system diagnostics and repair.

Assist technicians with customer interaction, documentation, and equipment handling as appropriate.

Collaboration & Continuous Improvement

Participate in team meetings and training sessions.

Provide feedback on service issues and customer concerns to contribute to process improvement.

Professional Development

Reflect on experiences through journaling or supervisor check-ins.

Apply learned customer service and technical concepts in progressively independent situations.

Training:

Training and Support Provided During the Internship:

To ensure a successful learning experience and facilitate the achievement of key outcomes, the intern will participate in a structured training program that includes both hands-on learning and guided mentorship. Training will cover the following areas:

Onboarding & Orientation:
The intern will receive an overview of Quantex’s mission, services, customer base, and the role they will play in supporting operations. This includes introductions to company protocols, safety procedures, and communication standards.

Customer Service Training:
The intern will be trained on professional phone etiquette, conflict resolution, active listening, and techniques for maintaining positive customer relationships. Role-playing scenarios will be used to build confidence and preparedness.

Technical Systems Overview:
We will introduce the basic functions of security and integration systems, including common troubleshooting procedures and programming tasks. They will shadow technicians to gain real-world context.

Software & Documentation:
Training on CRM tools and service management platforms will ensure the intern can accurately log customer interactions, service outcomes, and schedule appointments.

Shadowing & Mentorship:
The intern will initially shadow experienced customer service reps and technicians to observe best practices. A designated mentor will provide ongoing support, answer questions, and give feedback throughout the placement.

Field Experience:
When appropriate, the intern will accompany technicians on service calls to gain direct exposure to problem-solving and customer engagement in the field.

Ongoing Check-ins & Feedback:
Weekly check-ins with a supervisor or mentor will help track progress, discuss challenges, and refine skills to align with internship goals.

Learning outcome:

By the end of the academic internship, the student will be able to:

Demonstrate effective customer service and communication skills in both phone-based and in-person interactions.

Understand and apply key principles of customer retention and relationship management.

Troubleshoot basic technical and programming issues related to security and integration systems.

Accurately document customer interactions and service outcomes in internal systems.

Coordinate and schedule service appointments, including follow-up communications with customers.

Collaborate with field technicians to resolve customer issues and deliver a seamless service experience.

Gain a foundational understanding of the security and integration industry, including its technologies, services, and customer expectations.