Technical Support Level 2 Specialist (TS2). - Woodbury - job 1197066

Date: 09/12/2021

City: Woodbury, Minnesota

Employment type: Full-time


Self Esteem Brands, LLC – parent company of ProVision Security, LLC. — is seeking an individual to join


our team as a Technical Support Level 2 Specialist (TS2). At ProVision, we offer a fun, fast


growing, inspirational culture.


Job Summary:


The TS2 role will provide continuous technical support to franchisees for a variety of issues


surrounding member access, security, video monitoring and e-mail. This position will be the front line


in resolving service tickets and providing prompt follow-up to customers with resolution.


A TS2 will handle both simple requests that can be easily resolved as well as complex troubleshooting


that may require multiple follow-ups. While interacting with customers, someone in this role will be


required to own service tickets from creation to completion and escalate to other areas for assistance


when necessary. Swift resolution of customer inquiries is paramount to the overall success of ProVision


Security.


Position could be a remote role based on candidate.


Responsibilities:



  • Own and resolve service tickets that center around a variety of areas relating to franchise


security and monitoring



  • Provide quick and accurate follow through to customers regarding issue resolution and


communicate in a variety of mediums such as e-mail or phone



  • Send forward to management desired new information necessary to maintain knowledge base


on all systems that ProVision offers and be able to quickly put that knowledge into practice


while troubleshooting for customers



  • Provide customers with detailed 'how to' assistance over the phone or via e-mail to thoroughly


walk them through how to correct an issue



  • Keep assigned service tickets organized and set regular contact touchpoints to ensure


consistent stream of communication with customer base



  • Monitor all service ticket boards and work in partnership with Technical Support Manager and


other team resources to ensure work is completed timely



  • Thoroughly document all actions taken on service tickets and maintain working knowledge of


how to modify ticket statues within our systems



  • Gather all relevant data to escalate customer issue if necessary and communicate needed


information to invested stakeholders



  • Represent and enhance ProVision's brand by exceeding our PLEASE standard of customer


service on every interaction



  • Notice and report areas of concern by monitoring ticket trends

  • Other duties as assigned


Job Qualifications:



  • At least 1+ years of Technical Support work history

  • Technical background preferred: College or equivalent coursework/Education within or around the


IT Industry, technical installation process, and/or security systems



  • Strong phone presence and ability to explain complex resolutions to customers in easy-to


understand fashion



  • Must be able to multi-task and troubleshoot quickly in a fast-paced environment where no two


days are the same



  • High Level of "Customer First" mentality and "Customer Service" Skills. Placing our customers first in


every situation with no exceptions regardless of circumstances



  • Being self-sufficient and able to maintain multiple service tickets at once with little oversight

  • Adapt to a fast changing environment and modify plans on short notice

  • Effective oral and written communication skills

  • Ability to work accurately, with consistent interruptions, to meet deadlines

  • Strong technical reasoning skills and ability to understand when issue is out of scope of

  • personal knowledge or responsibility


Preferred Qualifications:



  • Associates Degree or equivalent in Technical Support or related field

  • Previous experience working directly with independent franchisees or business owners for at


least one year



  • Professional technical certifications are a plus


We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.





How to apply:

This job is expired.