Job Summary Responsible for triaging and providing customer support, technical assistance, and procedural guidance to customers, field technicians, and internal Walgreens teams including retail locations, corporate facilities, distribution centers, and other business groups within the Walgreens family of companies; related to Security (Burglar, ERS, lighting, camera, DVR, etc.) and Fire Life Safety Alarm systems. Responsible for managing inbound and outbound calls from customers, addressing their inquiries, resolving issues, and providing customer service related to alarm systems, monitoring services, and security solutions. Works to ensure system functionality and compliance with local authorities. Conduct system diagnostics, programming alarm, and CCTV systems, and ensuring the smooth operation of alarm services. Job Responsibilities • Responds to system support issues via phone, email, and ticket process for Security and Fire Life Safety equipment, including Troubleshooting system problems and remotely resolving technical and operational issues, deploying Field Service technicians and communicating issues with third-party vendors for resolution, and following up with other internal departments (IT, Asset Protection, HR, etc.) for resolution and escalation. • Provides assistance to internal Walgreens teams, external business partners, and federal, state, and local authorities via phone, email, or ticketing system, addressing inquiries, troubleshooting problems, and offering solutions related to Security & Fire Life Safety Alarm Systems. • Diagnose technical or operational issues reported by customers, guiding them through basic troubleshooting steps to resolve issues remotely when possible. • Escalate complex or unresolved issues to appropriate support groups or field service teams for further investigation and resolution. • Use remote access tools when necessary to remotely troubleshoot and configure alarm and CCTV systems. • Process service requests, including alarm system activations, deactivations, and changes to account information. • Maintains security pass code information and key holder contact information in a central database and accordance with established policies and procedures. • Communicates, concisely, and precisely verbally and in writing. • Maintains awareness of the Security Operations discipline and alarm monitoring organizations (TMA, NFPA, and UL). Stay updated on the latest products, features, and service offerings to provide accurate information and promote upselling opportunities. • Operates within the National Fire Protection Association guidelines and within UL Certification policy and facility guidelines to enable the Security Operations Center to pass the required annual UL inspection. • Adhere to Alarm Service’s KPIs (Key Performance Indicators), such as average handling time, first-call resolution, and data standardization. • Participate in job-related training programs and meetings to continually refresh and update knowledge. • Perform other duties as assigned. About Walgreens Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.