Senior Service Specialist

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Full Time Professional Houston, TX, US

30+ days ago Requisition

Next Gen Security LLC

Job Summary

Company

Next Gen Security LLC

Location

Houston, TX

Job Type

Full Time Employee

Mid-Level

Exemption

Exempt

What we’re looking for:

We are in search of a self-motivated individual to join our fast-growing and dynamic team.

This role is critical in ensuring seamless operations within our Service Department by assisting technicians with on-site support, accessing client databases through remote access for support purposes, and maintaining strong client relationships. The ideal candidate is proactive, detail-oriented, and capable of handling multiple priorities with efficiency and professionalism.

Specific duties to include:

• Perform remote session service tickets assigned to you. If remoting into a customer’s site is not an option, a site visit may be required.
• Perform service support calls remotely/onsite from technicians, responding in a timely manner.
• Perform Subscription (SSA/SUSP) renewal update for customer.
• Train entry-level technicians, including through ride-alongs as needed.
• Conduct training classes for technicians.
• Pre-sales support as needed.
• Maintain and update service call records and client communication logs.
• Act as a primary point of contact for clients, providing updates on service requests and ensuring customer satisfaction.
• Collaborate with internal teams to address client needs and deliver seamless service.
• Identify trends and areas for improvement in service delivery processes.

• Bachelor or equivalent degree or experience.
• Minimum of 5+ years of experience in service operations or a technician role.
• Certifications in Lenel, Genetec, CCURE, Pro Watch, Gallagher, Milestone.
• Experience with Microsoft Word, Excel, and Outlook.
• Experience with Microsoft SQL.
• Knowledge and understanding of basic Network troubleshooting.
• Experience with Wireless network setups and products.

• Must be able to communicate effectively and professionally in both written and verbal manner to customers and to those within the company.
• Must possess a positive attitude and be willing to interact with customer, Co-workers, and other personnel at all times.

Compensation based upon background and experience.

• Full benefits package.

We are an equal opportunity employer and drug-free workplace. Pre-employment drug screens and background checks will be conducted. Employees are subject to appropriate routine drug screens, based on job classification.