Senior Service Specialist

NextGen Security, LLC; Houston (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Full benefits package

Job summary

NextGen Security, LLC is seeking a Senior Service Specialist in Houston, TX. This critical role involves assisting technicians, managing client communications, and providing on-site support as needed. Ideal candidates will have over 5 years of experience in service operations, strong technical skills, and the ability to train others.

The position offers a full time contract, with a comprehensive benefits package to accommodate a dynamic work environment and client engagement.

Qualifications

• 5+ years of experience in service operations or technician role.
• Certifications in relevant security systems.
• Experience with basic network troubleshooting.

Responsibilities

• Assist technicians with on-site support.
• Perform remote service tickets and site visits.
• Train entry-level technicians and conduct classes.
• Maintain service call records and client communication logs.

Skills

Communication skills

Customer service

Microsoft SQL

Network troubleshooting

Wireless network setups

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Lenel

Genetec

CCURE

ProWatch

Gallagher

Milestone

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior Service Specialist

Full Time Professional Houston, TX, US

30+ days ago Requisition ID: 1290

NextGen Security LLC

Job Summary

Company

NextGen 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.

What you’ll be 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.

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.

Benefits:

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.