Sr. Coordinator, Customer Support(Level 2 Support)

Overview   

The Lead position of the technical support team is a trainer/client escalation-focused position with allowances to perform specific Supervisory responsibilities when necessary. The role is responsible for assisting leadership in ensuring the team provides a high-quality, 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 IP-based which include CCTV, Video, Two-Way Audio, Access Control, and Intrusion service offerings.  

 Responsibilities   

• Understands operational goals, objectives, policies, procedures, and work standards for day-to-day 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 an   excellent 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 up-to-date records of trainee progress through the assigned system of record.

• Assist with completing 90-day reviews for trainees.  

• Assist Supervisor when necessary, overseeing the day-to-day 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 customer-facing 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 Customer-facing Support or Delivery organizations  

• Proven technical problem solving, business process development, and analytic