Senior Security Service Specialist: Remote & Onsite

NextGen Security; Georgia; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Full benefits package

Vacation

Cellphone allowance

Job summary

NextGen Security LLC is seeking a Senior Service Specialist to join our Houston-based service team. You will support technicians on-site, access client databases remotely for issue resolution, and maintain strong client relationships.

The role emphasizes proactive problem-solving, multi-tasking, and delivering exceptional service to customers. You will train entry-level staff and participate in ongoing service improvements.

Qualifications

• Bachelor or equivalent degree or experience.
• Minimum of 5+ years of experience in service operations or a technician role.
• Certifications in Lenel, Genetec, CCURE, ProWatch, 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.

Responsibilities

• 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.

Skills

Communication

Customer service

Team collaboration

Problem solving

Education

Bachelor or equivalent degree or experience

Tools

Lenel

Genetec

CCURE

ProWatch

Gallagher

Milestone

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft SQL

Job description

NextGen Security LLC is seeking a Senior Service Specialist to join our Houston-based service team. You will support technicians on-site, access client databases remotely for issue resolution, and maintain strong client relationships.

The role emphasizes proactive problem-solving, multi-tasking, and delivering exceptional service to customers. You will train entry-level staff and participate in ongoing service improvements.