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Help Desk Customer Support Liaison in Earth City, MO at Interface Security Systems

Date Posted: 12/3/2018

Job Snapshot

Job Description

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 is seeking an experienced Customer Support Liaison to join our talented Secure Managed Broadband/Help Desk team located in Earth City, MO.

Help Desk Customer Support Liaison Job Responsibilities

  • Represents Interface Security Systems in a professional and positive manner in all situations
  • Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. Discovers and responds to customer needs
  • Subject matter expert for a particular customer or set of customers
  • Review cases and ensure appropriate actions have been taken
  • Primary point of contact for customer escalations within their accounts
  • Review and ensure we are meeting the Service Level Agreements for our customer
  • Notifies proper parties on cases outside of Service Levels
  • Handle escalations with vendors
  • Handles write ups on post-mortems of cases when necessary
  • Checks and Handles Mass Outages and notifies the appropriate parties and advises the customer[s] accordingly
  • Active participant in reoccurring customer calls/ interaction
  • Active participant in speaking with the team during team meetings
  • Interfaces with the trainer to keep up to date knowledge with the team for their accounts
  • Interface with problem management team
  • Interface with project/account management teams when necessary
  • Create Knowledge base articles when necessary
  • Meets or Exceeds business goals [metrics]
  • Punctual, regular, and consistent attendance

Job Requirements

Help Desk Customer Support Liaison Minimum Qualifications

  • Working knowledge of the TCP/IP stack, installation, and troubleshooting
  • Working knowledge of the OSI Model Layer 1 through Layer 4
  • TCP/IP, LAN/WAN, Frame Relay, DSL, ATM, Transport testing, CSU/DSU
  • VoIP experience a plus
  • Working with Wireless networks/devices is a plus
  • Possess strong written and verbal communication skills
  • Have excellent customer service, interpersonal, communication, and organizational skills
  • Demonstrate the ability to multitask (type and talk, type and listen)
  • Able to work in a fast-paced environment and adapt to an evolving environment
  • Possess strong computer proficiency
  • Ability to build relationships
  • Demonstrate strong diagnostic and troubleshooting skills
  • 1 Year or equivalent experience within a technical helpdesk and/or networked environment and/or customer service (preferably in a call center environment)
  • Available to work a flexible shift (including evenings, midnights, weekends and holidays) in an environment operating 7 days a week, 24 hours a day

Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. Please submit a resume, cover letter, and compensation requirements.

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.