Sr. Coordinator, Customer Support(Level 2 Support)
Sr. Coordinator, Customer Support(Level 2 Support)
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Job Description
Overview
The Lead position of the technical support team is a trainer/client escalationfocused position with allowances to perform specific Supervisory responsibilities when necessary. The role is responsible for assisting leadership in ensuring the team provides a highquality efficient response to request fulfillments and service incidents related to the life safety of Interface Systems Asset Protection customers. The functional focus of this role is on ensuring that fault isolation repair service restoration & root cause analysis processes are all executed accurately efficiently and with an exceptional customer experience. Asset Protection services supported are Analog and IPbased which include CCTV Video TwoWay Audio Access Control and Intrusion service offerings.
Responsibilities
Understands operational goals objectives policies procedures and work standards for daytoday activities.
The first line of escalation is to aid and provide guidance for Internal and External Clients.
Fostering an environment of continuous training to aid staff and team performance.
Motivate staff by setting a positive example of work ethics and attitude to ensure we are providing anexcellent customer service experience.
While working closely with the Supervisor:
Oversee and guide Team Members actively in training.
Evaluate training effectiveness and identify areas of improvement with the Supervisor.
Escalate any training concerns to the Supervisor.
Schedule regular meetings with the trainee to provide guidance and/ or direction.
Keep uptodate records of trainee progress through the assigned system of record.
Assist with completing 90day reviews for trainees.
Assist Supervisor when necessary overseeing the daytoday management of the shift including but not limited to:
Time Management
Assist in Creation of End of Shift Summary Report
Assist with Postmortems and RFOs for Gap Analysis if applicable
Quality Assurance
Participate in Shift Meetings/Debriefs
Floor Supervision
Other relevant department duties assigned by Management
Qualifications
BS/BA degree preferred. (Maybe substituted with relevant or equivalent work experience)
1 years experience leading customerfacing Support or Delivery teams focused on Asset Protection services
1.5 years experience leading various Security oriented projects i.e. Process training performance analysis integration automation etc.
Broad Asset Protection experience in Customerfacing Support or Delivery organizations
Proven technical problem solving business process development and analytical capabilities
Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees contractors clients vendors and management.
Working and Practical knowledge of lowvoltage installation and support
Honeywell DMP and Bosch training and/or certification is preferred
Interface Systems is an Equal Employment Opportunity employer all qualified applicants/employees will receive consideration for employment without regard to that individuals age race color religion or creed national origin or ancestry sex (including pregnancy) sexual orientation gender gender identity physical or mental disability veteran status genetic information ethnicity citizenship or any other characteristic protected by law. 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.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability please contact us at . Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
Required Experience:
Senior IC
Employment Type
Full-Time
