Are you interested in furthering your career with an industry leader that continues to experience tremendous market growth? Join our team at SES! We are one of the largest security providers in the world featuring best-in-class products and award-winning services, customized to meet the specific needs of our clients.
The SecureStat Support Specialist is responsible for fielding end user inquiries regarding Securitas's security management tool SecureStat. The Support Specialist will assist end users through initial trouble-shooting and, when appropriate, escalating to the development team.
Providing remote client support through inbound calls and email inbox
Identifying issues with end user webpage access, integration, and virtualization
Replicating customer issues to further support troubleshooting and escalation efforts
Administration of Securitas propriety websites and other accounts as assigned
Maintaining and managing support tickets
Resolving Tier 1 tickets
Escalating Tier 2+ tickets to appropriate departments
Assisting with integration efforts with various software vendors
Handling sensitive and confidential customer data
Other duties as assigned
Essential Skills and Knowledge:
Demonstrates quality customer service support in a helpdesk setting.
Fields and troubleshoots incoming help requests from end users via telephone and email in a courteous, timely, and thorough manner. Documents all pertinent end use identification information. Documents the help desk problem solving process including successful and unsuccessful decisions, action taken, and final results. Evaluate documentation to prevent future problems.
Possesses strong attention to detail
Ability to communicate clearly and effectively over the phone
Ability to follow troubleshooting and escalation SOPs
Technical aptitude with web administration and integration efforts
HSD or equivalent required.
BA/BS in Computer Science or related field preferred
2 years experience in helpdesk support with web administration strongly preferred
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.