Senior Service Specialist

NextGen Security LLC•Houston, TX

About The Position

This role is critical in ensuring seamless operations within our Service Department by assisting technicians with on-site support, accessing client databases through remote access for support purposes, and maintaining strong client relationships. The ideal candidate is proactive, detail-oriented, and capable of handling multiple priorities with efficiency and professionalism. This position is one we hold in high regard in order to provide the level of service excellence our customers expect and deserve. Specific duties to include:

Requirements

Bachelor or equivalent degree or experience
Minimum of 5+ years of experience in service operations or a technician role.
Certifications in Lenel, Genetec, CCURE, ProWatch, Gallagher, Milestone
Experience with Microsoft Word, Excel, and Outlook.
Experience with Microsoft SQL
Knowledge and understanding of basic Network troubleshooting.
Experience with Wireless network setups and products.
Must be able to communicate effectively and professionally in both written and verbal manner to customers and to those within the company
Must possess a positive attitude and be willing to interact with customer, co-workers, and other personnel at all times
Commitment to integrity and to the Company Standards and Procedures
Attention to detail and accuracy is a must

Responsibilities

Perform remote session service tickets assigned to you. If remoting into a customer’s site is not an option, a site visit may be required.
Perform service support calls remotely/onsite from technicians, responding in a timely manner.
Perform Subscription (SSA/SUSP) renewal update for customer.
Train entry level technicians, including through ride-alongs as needed.
Conduct training classes for technicians
Pre-sales support as needed
Maintain and update service call records and client communication logs.
Act as a primary point of contact for clients, providing updates on service requests and ensuring customer satisfaction.
Collaborate with internal teams to address client needs and deliver seamless service.
Identify trends and areas for improvement in service delivery processes.