Remote Services Support Specialist

About the role

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.

Responsibilities

• 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