SOC Technical Support Level 2 Agent in Earth City, MO at Interface Security Systems

Date Posted: 9/10/2021

Job Snapshot

Job Description

SOC TECHNICAL SUPPORT LEVEL 2 AGENT

JOB SUMMARY:

The SOC Technical Support Level 2 Agent supports field Technicians, Internal and Subcontractors, in the troubleshooting, repairing, and installing of Intrusion, Access Control, Fire alarm, Intercom, and CCTV systems. The primary goal is to assure the Field Technicians are successful in providing the customer a system working as designed and per manufacturer specification.

Must be eligible to work in the U.S. for any employer.

 ESSENTIAL JOB FUNCTIONS:

  • Support Technicians via phone and webchat
  • Perform remote programming on ISS maintained systems
  • Assist other agents in providing technical support to field technicians
  • Communicate in a professional manner
  • Assures ISS standards are adhered to.
  • Attend and participate in meetings and conference calls with customers and internal teams as directed.
  • Identify inefficiencies and suggest processes to improve upon.
  • Handle and resolve escalations from internal teams and customers.
  • Escalate issues that negatively affect customers or technicians. 
  • Other duties as assigned by manager.

Job Requirements



EDUCATION AND EXPERIENCE:

  • High school diploma or GED equivalent
  • Previous call center experience preferred.
  • Minimum of 2 years of providing technical support to Field Technicians and Customers.
  • Working knowledge of low-voltage installation and support
  • Experience troubleshooting and repairing intrusions, CCTV, and Fire Alarm systems.

COMPETENCY REQUIREMENTS - Knowledge, Skills, and Abilities:

  • Positive “Can Do” attitude
  • Strong organizational skills
  • Professional written and oral communication skills
  • Familiar and competent with Intrusion programming platforms such as Compass, RPS, DMP.
  • Technically knowledgeable of security-related solutions supported by ISS
  • Self-Starter who can work with little supervision
  • Sense of urgency to assure Technicians are not wasting time on site
  • Flexibility, ability, and willingness to adapt to changes initiated by management.
  • Ability to learn new technologies.         

    Working Conditions:

    Fast-paced call center /dispatch environment.  Sitting or standing at a workstation with a computer keyboard, multiple monitors, and desk phone. The company dress code is business casual. 

    PHYSICAL DEMANDS:

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is regularly required to sit in an office environment.  The employee is constantly required to talk or hear to interact with employees and customers.  The employee is constantly required to use the telephone.  The employee will constantly use a personal computer, keyboard and view multiple monitors. The employee is occasionally required to stand, walk, bend, kneel, and reach. The employee may be required to lift objects up to 20 pounds which may include company materials, files, and small equipment.  Specific vision abilities of this job include close vision, depth perception, and ability to adjust focus in order to view reports, computer screen, video and camera detail of alarm activity, forms, and operating manuals. 

    WORK ENVIRONMENT:

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Work is performed indoors in a fluorescent-lit workspace at the employer’s office with minimal exposure to noise and adverse environmental issues.  Business travel will not be expected for this position.

    Equal Employment Opportunity Policy:

    Interface Security Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

    DISCLAIMER:

    This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

    At Interface, it’s the human equation that drives us.

    Headquartered in St. Louis, Missouri, Interface is uniquely qualified to be the one source for safeguarding customer data, people, and assets. As the leading national provider of cloud-based managed network services and security systems for retail, commercial and small business customers, we provide the industry’s most comprehensive bundle of integrated solutions that connect and protect some of America’s best-known companies.  

    Our service offerings include PCI-compliant private secure managed broadband, managed digital voice, alarm/event monitoring, interactive video surveillance, managed access control, and fire/life safety systems. Multiple UL-Approved 5-Diamond CSAA Certified Secure Operations Centers monitor, manage and support their system, backed by a nationwide service delivery infrastructure.

    Interface believes in the philosophy of listening to our customers and addressing their needs. We are guided by integrity as well as an all-consuming desire to exceed expectations and foster long-term partnerships. Our goal is nothing less than complete customer satisfaction. And we strive to achieve it by providing responsive, accommodating service to each and every one of our valued clients. 

    Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

    Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.