Senior Service Specialist

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

Company NextGen Security LLC

Location Houston, TX

Industries Security and Surveillance

Job Type Full Time Employee

Career Level Mid-Level

Exemption Exempt

Senior Service Specialist

Whatwe’relooking for:

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

Whatyou’llbe doing:

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.

This position is one we hold in high regard in order to provide the level of service excellence our customers expect and deserve. 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.

What you bring to the table:

• 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.

Additional Skills

• 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
• Commitment to integrity and to the Company Standards and Procedures
• Attention to detail and accuracy is a must

What we bring to the table:

Compensation based upon background and experience

Full benefits package

Vacation

Cellphone Allowance

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.

More About Us

NextGen Security is an electronic security systems integrator that offers commercial and industrial companies best in class industry knowledge, engineering design, implementation, management and on-going maintenance services. Our company accomplishes this by hiring only the most experienced and best-qualified talent the security industry has to offer. Management team and staff members have 10-25 years of commercial and industrial security industry expertise with single site, multi-facility, plant-wide, campus-wide, regional, national and international security projects. If that wasn’t convincing enough, check out what our employees say about working at NextGen: https://www.youtube.com/watch?v=qLQVPTlAlJM