What are the responsibilities and job description for the Support Services Specialist position at Federal Protection Inc?
Job Description
Job Description
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 Saleforce 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 :
Knowledge & Skills :
