Hybrid Customer Support Level 2 Coordinator

at Interface Systems

• Job title: Customer Support Level 2 Coordinator
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Plano, United States

About the role

• Lead position overseeing technical support for Asset Protection customers. Focused on training and escalation support while ensuring high-quality service delivery.

Responsibilities

• Understand 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.
• Foster 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 provide excellent customer service.
• Oversee and guide Team Members actively in training while working closely with the Supervisor.
• Evaluate training effectiveness and identify areas of improvement with the Supervisor.
• Escalate any training concerns to the Supervisor.
• Schedule regular meetings with trainees 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, End of Shift Summary Report, Postmortems, and RFOs for Gap Analysis if applicable, Quality Assurance, Shift Meetings/Debriefs, and other relevant department duties assigned by Management.

Requirements

• 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 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 low-voltage installation and support
• Honeywell, DMP, and Bosch training and/or certification is preferred

Benefits

• Health insurance
• 401(k) matching
• Flexible work arrangements
• Professional development opportunities