Overnight Help Center Support Specialist - Security Admin

Andy Frain Services•Aurora, IL

1d•Onsite

About The Position

The Security Operations Support Specialist supports all market segments across the organization and helps manage the command and control center, where information is processed, analyzed, and shared to support decision-making and operational coordination. Duties may include handling phone calls and email communications, reviewing application statuses, correcting hiring errors, helping submit STA applications, auditing licensing and certifications, and assisting employees and management with registration and account troubleshooting. The specialist is expected to maintain a professional image and demonstrate strong communication and problem-solving skills. The role supports employees, candidates, branches, and worksites with application, login, registration, and pay inquiries; follows up with corporate representatives and field managers; identifies training non-compliance and helps update compliance records; and works with local management to maintain licensing and certification information. It also requires communicating with the manager about productivity, projects, and issues or changes that need implementation. The position is in office, with remote work described as the end goal, and is scheduled Saturday and Sunday from 6 p.m. to 6 a.m.

Requirements

High school diploma or equivalent.
At least 2 years of prior customer service experience.
Complete all licensing requirements mandated by the state.
Meet and maintain applicable state, county, and municipal licensing requirements for Security Officers.
Meet and maintain any skills, certification, or authorization requirements specified for the assigned site.
Knowledge of security operations and procedures.
Knowledge of management practices and procedures.
Ability to provide positive direction and motivate performance.
Understanding of security and safety devices and controls.
Ability to track and maintain schedule assignments.
Ability to work effectively as a team member.
Ability to maintain professional composure in unusual circumstances.
Ability to adapt to different sites, changes in post procedures, and changes in the external environment and organization.
Excellent organizational skills and strong customer service and results orientation.
Strong interpersonal skills and ability to interact effectively with clients across social levels and diverse cultures.
Ability to handle multiple tasks concurrently.
Keyboarding, basic computer usage, and ability to operate controls.
Ability to pass company background and reference checks, controlled substance testing, and behavioral selection survey, in addition to mandatory licensing and site-specific requirements.
Ability to perform essential functions with or without reasonable accommodation, including the stated physical and mental demands.

Nice To Haves

Associate degree or higher is preferred but not required.
Computer, Microsoft Office, and technical savviness.

Responsibilities

Support employee and candidate inquiries about applications across the company.
Resolve login and registration issues for employees and new hires.
Contact corporate representatives or field managers to follow up on employee inquiries.
Assist with simple employee pay inquiries and route them through appropriate channels.
Audit and identify training non-compliance with the field and assist with updating compliance records.
Work with local management to ensure licensing and certification information is available and update records as needed.
Provide quality service and maintain professional interactions with visitors, vendors, employees, and customers.
Communicate with the manager daily and weekly about productivity, special projects, and issues or changes to be implemented.
Carry out other duties assigned by Support Services management.
Follow safe work practices and company policies and report unsafe working conditions to superiors.