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Sr Coordinator, Customer Support Level 2

3 months ago

St Louis, United States Interface Systems Full time
Overview

The Level 2 Security Technical Support position exists within Interface's Customer Support Organization centered around Security Lifecycle Support. Interface provides nationally recognizable clients with a diverse bundle of managed communications, networking, and security solutions. A Level 2 Technical Support Agents' functional focus of this role is providing fault isolation, repair, and service restoration while providing first class service for clients. This position plays a key role in enabling a seamless customer-driven support experience for the complex networks being supported.

Business Security services supported are Analog and IP-based which include CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion service offerings.

Though paired with Level 1 support teams, this role also engages directly with customers as required. In addition to demonstrating expertise with Business Security device configurations; exceptionally strong written, oral, and customer communication skills are also required. Level 2 Security Support Analysts are required to provide real-time support through various channels including ticket management applications, email, chat, and phone. Key day-to-day functions include supporting security incidents that could not be resolved by the Level 1 support teams. Those cycles range in size and complexity; including everything from single site devices and connectivity diagnosis to broad scale faults and complex configuration changes.

Responsibilities

  • Ability to lead and manage practical and highly effective technical communication cycles; both verbal and written.
  • Effectively engages with a diverse internal and external audience. The customer audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Network Engineering, and various vendors.
  • Execute and/or guide logical security fault isolation practices with clients, which may involve engagement with 3rd Party Service Providers and/or Work Order Requests for Field Technician Support.
  • Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
  • Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
  • Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
  • Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact.
  • Required to work with cross-functional teams to drive expedient fault isolation diagnosis & resolution. Work with level 1 in the event an incident is escalated. Determine the validity of the escalation. If valid, take ownership of the incident and resolve. If the escalation is not valid, partner with our level 1 partner to determine the coaching/training needs of the level 1 agent.
  • Act as a second point of contact for Customer and Field Engineer channels for Interactive Video/Audio, Intrusion, CCTV, and Intercom lines of business.
  • Act as primary point of contact for Customer and Field Engineer channels for Fire, Business Intelligence, Access Control and Sonitrol lines of business
  • Maintain a thorough understanding of Security fundamentals, associated platforms, devices, and configurations.
  • Manage or assist on assigned projects and program components to deliver services in accordance with established objectives. Coordinate with your support leaders on Microsoft Planner for timely communication and task updates.
  • Respond to inquiries from staff, administrators, site personnel and outside vendors to provide technical assistance and support.
  • Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting security services, top down. This includes security/video equipment, carrier circuitry, customer wiring, customer hardware, software applications, and successful signal and video verification delivery for the alarm monitoring centers.
  • Proactively identify and manage problem management by analyzing and applying a logical process of elimination for fault isolation and resolution with repeat incidents. Leverage lessons learned from problem management to propose new or make additions to knowledge articles to increase quality of outcomes and improve incident resolution time.
  • Demonstrate technical proficiency with Fire Systems, Access Control, and all forms of CCTV including but not limited to HikCentral, iVMS..etc.
  • Work schedule flexibility, weekend and off hours support as required.
CORE COMPETENCIES
  • Client Service: Ability to anticipate a client's needs and respond to them in a timely manner.
  • Drives for Results: Action oriented, attention to detail, and a sense of urgency in all aspects of job.
  • Excellent Communication: Effective use of language to gather info & facilitate exchanges which yield results.
  • Flexible/Creative/Analytical: Ability to adapt to changes without losing focus. Apply logic and creative thinking to problem-solve and create solutions.
  • Results Orientation: Will do what it takes to deliver results. Confident and self-motivated.
  • Interpersonal Relations: Exhibits understanding & respect of others to achieve positive work relationships.
  • Positive Attitude: Embraces change. Develops and accomplishes personal goals.
  • Technical Acumen: Ability to clearly understand a variety of voice/data/security services being provided via analog and managed IP Network solutions.
Qualifications
  • Bachelor's Degree or equivalent experience required
  • Minimum of 1-2 years of practical experience with a technology service provider, providing technical support to Field Technicians and Customers
  • Experience troubleshooting and repairing CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion
  • Working and Practical knowledge of low-voltage installation and support
  • Honeywell, DMP, and Bosch training and/or certification is preferred
  • Edward Systems Training preferred


Interface Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin. The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.

Interface Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.