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Interface Systems · 1 month ago

Security Systems Technical Support Level 2 Tues-Sat 1:00 -10:00PM CST

Plano, TX

Full-time

Hybrid

Mid, Senior Level

1+ years exp

Interface Systems is a provider of Asset Protection services, and they are seeking a Security Systems Technical Support Level 2. This role focuses on training and escalation management within the technical support team, ensuring high-quality responses to service incidents related to customer safety.

Business IntelligenceEnergy ManagementInternetNetwork SecurityRetail TechnologySecurityVoIP

Growth Opportunities

Responsibilities

Understands 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

Fostering 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 are providing an   excellent customer service experience

While working closely with the Supervisor:

Oversee and guide Team Members actively in training

Evaluate training effectiveness and identify areas of improvement with the Supervisor

Escalate any training concerns to the Supervisor

Schedule regular meetings with the trainee 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

Assist in Creation of End of Shift Summary Report

Assist with Postmortems and RFOs for Gap Analysis if applicable

Quality Assurance

Participate in Shift Meetings/Debriefs

Floor Supervision

Other relevant department duties assigned by Management

Qualification

Customer-facing SupportAsset Protection ServicesTechnical Problem SolvingLow-voltage InstallationHoneywell CertificationDMP CertificationBosch CertificationAnalytical CapabilitiesCommunication SkillsTeam Leadership

Required

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