Customer Support Specialist at Sweep aiding clients in climate journey using SaaS solutions. Collaborating with teams to enhance customer satisfaction and technical issue resolution.
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Hybrid Customer Support Coordinator – Level 2 Support, Access Control, CCTV, Intrusion
Posted 5 days ago
About the role
- Customer Support Coordinator providing Level 2 support for security systems at Interface Systems. Collaborating with field technicians to troubleshoot and resolve complex service incidents and ensure system performance.
Responsibilities
- Own technician success by delivering accurate diagnostics, correct parts selection, and clearly defined, executable scopes of work supported by complete, relevant documentation.
- Assess and prioritize Service Requests (SRs) based on severity, customer impact, business priorities, and established organizational policies.
- Drive SLA compliance by analyzing service outliers, executing root cause analysis, and delivering targeted corrective and preventative actions.
- Collaborate with STS L1 and L2 leadership to identify and remediate process, coaching, or training deficiencies tied to invalid escalations.
- Provide advanced technical support and troubleshooting guidance to field technicians by chat and phone.
Requirements
- Minimum of two (2) years of experience as a Field Technician or Help Desk Agent
- Demonstrated expertise in installing, servicing, supporting, troubleshooting, and programming Access Control systems, Business Intelligence Solutions, CCTV/VMS (both IP and analog), Intrusion and Fire Alarm Systems, and Two-Way Audio solutions.
- Experience and hands-on knowledge with low-voltage and support, including wiring, serial polling loops, inputs, and outputs.
- Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, customers, vendors, and executive management.
- Experience utilizing Microsoft Office software tools, with ability to type quickly and accurately (at least 20 wpm, ideally 30+ wpm).
Benefits
- Health insurance
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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