Technical Support Level 2 Specialist (Ts2).

Self Esteem Brands Woodbury , MN 55125

Posted 2 weeks ago

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.

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
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Technical Support Level 2 Specialist (Ts2).

Self Esteem Brands