Support Specialist

The Support Specialist plays a crucial role in ensuring the smooth operation and customer satisfaction of our technical services. This position is responsible for providing technical support to both internal technicians and external customers. The role involves troubleshooting, training, and assisting with installations and service to guarantee optimal performance and customer experience. The Support Specialist will work closely with Managed Services Team Members to deliver top-notch service and contribute to revenue growth through exceptional customer support.

• Provide technical assistance to internal technicians and external customers on our Video Services, Intrusion Panels, Access Control Systems, and Camera Systems
• Troubleshoot issues promptly and efficiently, utilizing problem-solving skills to identify root causes and implement solutions
• Collaborate with other Team Members to resolve complex technical issues related to upgrades, integration, and system configurations
• Conduct training sessions for customers on various applications related to Video Services, Intrusion Panels, and Access Control Systems
• Ensure customers have a clear understanding of system functionalities, operation procedures, and best practices to maximize system utilization and customer satisfaction
• Assist the Operations Team with Service, Installations, including programming intrusion panels, configuring access control systems, and setting up camera systems
• Strive to deliver exceptional customer service by promptly addressing customer inquiries, concerns, and requests
• Maintain a professional and courteous demeanor when interacting with internal team members, customers, ensuring a positive customer experience
• Maintain accurate records of all customer interactions, technical issues, and resolutions using specialized documentation tools and SEi internal systems
• Collaborate effectively with Support Specialists, System Administrators, and other team members to resolve technical issues, share knowledge, and optimize service delivery
• Participate in team meetings, training sessions, and knowledge-sharing activities to enhance team cohesion and collective expertise
• Stay updated on security industry trends, advancements in technology, and requirements related to systems supported by Managed services
• Securely store customer and internal data to prevent cybersecurity risks
• Provide customer support for all SEi InTouch services

• College Degree preferred or equivalent work experience
• 3-5 years previous Security Installation and Service experience
• Experience with Access Control, Fire and Burglar Systems, IP Video and Networking
• Ability to manage multiple priorities
• Ability to understand client needs and have good communication skills
• Proven project management and organization skills
• Ability to read, analyze and interpret contracts, policies, documents and regulations
• Ability to solve practical problems and deal with a variety of concrete variables
• Ability to build relationships with customers and coworkers
• Experience with Sedona, Mastermind and Microsoft programs