Demo

Support Services Specialist II

Federal Protection Inc
Springfield, MO Full Time
POSTED ON 1/30/2025
AVAILABLE BEFORE 3/30/2025

Support Services Specialist

Summary Description:

Under the general direction of the Technology Services Manager provide technical support over the phone and with remote computer access to both End-User Clients and Federal Protection Installers & Service Technicians. This includes both hardware and software support of Federal Protection equipment.

Responsibilities:

  • Answer phone calls and emails coming into the Support Services queue in a timely manner. This includes both Client and Federal Protection Team member calls.
  • Create “Cases” in Salesforce for all phone calls that do not currently have an existing open case in Salesforce.
  • Use critical thinking skills to guide clients and co-workers to resolution of case.
  • Use proper time management to determine when a case must be elevated to include additional resources to provide a resolution.
  • Maintain detailed documentation in Salesforce when working on a case. This includes but is not limited to updating ticket status, logging calls, logging emails, description of work performed, updating special instructions.
  • Update internal Knowledge Base to reflect solutions provided that could assist others in the future.
  • Troubleshoot FP installed systems over the phone and remotely over a PC. These include Access Control, Video Systems, Intercom Systems, Network Switches, Access Points, Home Automation Systems, and other systems as assigned.
  • Collaborate with the Support Services TEAM as needed to provide an accurate and efficient resolution to “Cases”.
  • Assist and apply with system licenses as needed.
  • Provide End-User client training over phone or video conference during completion of system installation.
  • Assist in developing Installer and Technician training resources to better equip TEAM members to SERVE our clients.
  • Other duties as assigned.


Requirements:

  • Proficiency in English.
  • Must have good verbal and written communication skills.
  • Customer-oriented.
  • Excellent troubleshooting and problem-solving skills.
  • Good understanding of computer systems.
  • Available to work overtime.
  • Detail oriented
  • Ability to diagnose and resolve basic computer technical issues.
  • Able to climb a ladder and lift up to 70 lbs.
  • Minimum of High School Diploma or GED
  • Be able to work overtime as assigned
  • Be a member of the after-hours and weekend on-call rotation
  • Achieve manufacturer certifications as assigned by the Technology Services Manager


Knowledge & Skills:

  • Minimum of High School Diploma or GED
  • Basic electronics knowledge and troubleshooting
  • Basic network fundamentals including LAN/WAN configurations & Port forwarding
  • Prior customer service experience
  • CompTIA A and/or Network or equivalent knowledge preferred

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