Support Specialist- Tier 1

The Support Specialist- Tier 1 assigned to one of Pinkerton largest global clients, will be a part of the global help desk team who are collectively responsible for responding to reported security device issues from hundreds of locations around the world.

The Specialist is responsible for the intake of reported security device issues, programming and triage of requests, execution of response run books, and engagement of partner teams, when necessary.

This role serves as the primary customer point of contact on all incoming requests and will be responsible for any follow-up communications.

Essential Functions:

1.

Represent Pinkerton's core values of integrity, vigilance, and excellence.
2.

Attend owner-provided training on internal tools, software systems, basic hardware architecture, and terminology while maintaining functional-level knowledge of these tools and attend refresh training as needed.
3.

Communicate with customers, stakeholders, and team members using phone, email, internal instant messaging tools, and live chat and utilize response templates to ensure communications are consistent and within guidelines.
4.

Review incoming service requests from global corporate office locations.
5.

Use pre-defined run books and response templates, engage with customers through the corporate device ticketing system.
6.

Perform limited, view-only queries, into the corporate security management software to verify and triage device outages.
7.

Collect information needed to make key decisions on next steps to resolve reported issues.
8.

Engage Support Specialist- Tier II team members who are responsible for completing the run books, dispatching external partners for on-site repairs, and executing programming updates, as needed.
9.

All other duties, as assigned.

Education, Experience, and Certifications:

Bachelor's degree or similar technical field certification with one to three years of previous customer service experience within a technical role.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:



* Knowledge of computer and/or network hardware concepts and terminology.


* Proficient English verbal and written communication skills that are clear and concise.


* Attentive to detail and accuracy.


* Client focused and results driven.


* Able to manage multiple tasks simultaneously within a fast-paced environment.


* Serve as an effective team member.


* Able to carry out responsibilities with little supervision.


* Computer skill; Microsoft Office and SharePoint.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;


* Exposure to sensitive and confidential information.


* Regular computer usage.


* Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or ...