Position Summary
- Performs user, operational and technical support services via telephone, email, internet, and intranet, for Securitas Electronic Security associates and external customers.
- Escalates non-documented issues to next level of support or management as required.
- Interface with Field associates, Headquarters Support Organizations, Sales, Parts Facilities, customers and others as required.
- No direct supervision of other associates.
- Customer & Technical support includes operational, installation and support 24x7x365 on a rotating, on-call basis.
- Support provided to SES associates and external customers.
- May include use and configuration, data analysis, system and user operational guidance and problem analysis/resolution.
- Provide technical/systems support as required for internal/external customers.
- Effectively and efficiently communicate with customers to identify symptoms, causes, and solutions.
- Retain ownership of issue until solution is identified and communicated to the customer.
- Log all required and pertinent information into a technical support incident management system.
- Organize and maintain technical knowledgebase and websites to include supported products and configurations. Work required shifts and maintained on-call availability as required. Maintain/enhance expertise on assigned products and related technology.
- Expand/develop product specialization for assigned products.
- Interact in a positive and professional manner with all callers.
- Provide special reports as required by manager.
- Identify and recommend process improvements.
- Escalate non-documented or unknown problems to next level of support.
- Support installation of new systems as required.
- Occasional travel for training or other support purposes.
- Will be required to work in a team environment.
- Maintain high phone availability.
- Assist in review of user guides, operations and technical manuals prior to formal release.
- Actively participate in improving individual and team performance.
- Good oral and written communication skills.
- Contribute solutions to issues in a knowledge Base
- Learn new technology tools as needed.
- Ability to multitask effectively.
- Ability to solve issues over the phone.
- Other duties as assigned by manager.
- Associate degree in Electronics, Computer Science or related area or equivalent education and/or experience, including field service or call center experience.
- 1 - 3 years technical support or related experience
- Know and adhere to quality process/systems
- Experienced with P.C. computer/on-line information systems, networked environments, and databases.
- Experienced on Pacom, Lenel, Sielox, GE, and Honeywell Access Control systems hardware and software.
- Experienced in installing, configuring, and maintaining software and database administration.
- Experience in Remote Connect Software.
- Familiar with MS Office Applications
- Prior experience working in a team environment and independent of direct supervision.
- Company training
- Medical, Dental, Vision, and Life Insurance
- Company Paid Short Term and Long-Term Disability
- 401K with 60% Match up to 6% of salary
- Paid vacation, holiday and sick time
- Educational Assistance
- Exceptional growth opportunities
- Wide variety of employee discounts on travel, equipment, and more!
