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Technical Support Representative at Securitas Electronic Security Services, Inc.

Posted in Other 26 days ago.

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Type: Full Time
Location: Uniontown, Ohio





Job Description:

Securitas Electronic Security Technology and Solutions groups are experiencing tremendous growth due to our success establishing Securitas s place as a market-leading, global provider of integrated security solutions technologies.

Our growth and rapid advancement in technology solutions have created the need for a Customer Support Representative for our Electronic Security division based in Uniontown OH.

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.

ORGANIZATIONAL RELATIONSHIPS

* Interface with, Field associates, Headquarters Support Organizations, Sales, Parts Facilities, customers and others as required.

* No direct supervision of other associates.

SCOPE OF RESPONSIBILITY

* 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.

ESSENTIAL FUNCTIONS

* Provide technical/systems support as required for internal/external customers.

* Effectively and efficiently communicate with customer 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 in a technical support incident management system.

* Organize and maintain technical knowledgebase and websites to include supported products and configurations.Work required shifts and maintain 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 multi task effectively.

* Ability to solve issues over the phone.

* Other duties as assigned by manager.

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES

* 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.

We are a nationwide provider of security solutions with many employment opportunities across the country. We are an equal opportunity employer committed to a diverse workforce. Our core values are integrity, vigilance and compliance. Therefore, we are looking for individuals to join our organization who share the same values.