Support Services Specialist II Federal Protection Inc - 3.2 Springfield, MO Job Details $45,000 - $60,000 a year 1 day ago Qualifications Customer service LAN English Mid-level High school diploma or GED CompTIA Network+ Computer networking Computer skills Communication skills CompTIA A+

Full Job Description 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