SURVEILLANCE SUPERVISOR implements policies and procedures for the surveillance department. Ensures compliance with gaming requirements set by state gaming authority and local law enforcement. Being a SURVEILLANCE SUPERVISOR supervises and evaluates surveillance employees. Safeguards the assets of the organization. Additionally, SURVEILLANCE SUPERVISOR reports improper activity or disturbances to security team for further investigation. May require an associate degree or its equivalent. Typically reports to a manager. The SURVEILLANCE SUPERVISOR supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a SURVEILLANCE SUPERVISOR typically requires 3 years experience in the related area as an individual contributor. (Copyright 2024 Salary.com)
Surveillance 247 is the sole distributor for sales, service, and installation of 247 Security products in New York, New Jersey, Pennsylvania, Ohio, Virginia, West Virginia, Maryland, Delaware, and the New England states. Surveillance 247 also offers service contracts to users of 247 Security products in Indiana. Furthermore, we do our work outside of our territory nationally completing work for our parent company 247 Security Inc.
We currently have a position available within our Technical Support Department. This position is responsible for handling external customer inquiries via phone, email, chat, or remote session and internal employee basic issues face-to-face. This involves fielding product questions, collecting product information, providing best practices and troubleshooting, documenting outcomes and steps taken in CRM software, and where appropriate creating tickets to escalate troubleshooting to a higher Tier of Technical Support. You must have exceptional communication skills, the ability to foster positive interactions with Surveillance 247 end users and be team oriented.Responsible for performing hardware repair on Service & Warranty equipment.
Responsibilities:
- Troubleshoots Customer product issues by Phone, Remote Session, or Email.
- Serves as primary support between product end users and Tier 2 & 3 Technical Support.
- Documents communication with Customers in CRM Software thoroughly and timely.
- Responds to customer inquiries within (1) business day of receipt.
- Proactively communicates with customers of how and when problems are resolved.
- Conveys customer feedback to assigned Team Leader.
- Works in collaboration with other departments when necessary to bring customer issues to resolution.
- Reports new issues reported by customers to assigned Team Leader for further investigation and remediation.
- Takes initiative to expand knowledge of 247 Product to better assist customers.
- Demonstrates ability to adapt to increased workload under high call volumes.
Required Skills:
- Call Center or Customer Service experience preferred.
- Strong problem solving and troubleshooting skills.
- Ability to multi-task and adapt to a fast-paced environment.
- Excellent verbal and written communication skills.
- Proficient PC skills.
- Excellent Time Management to ensure effective and timely delivery of service to customers..
- Capable of Lifting 40 lbs.
Compensation and Benefits
· Competitive base salary commensurate with experience
. 401(k)
. Flexible schedule
. Health insurance
. Paid time off
The available position is full time and would start immediately. Benefits are available after 90 days. Full training is provided for qualified candidates.
Job Type: Full-time
Pay: $38,500.00 per year
Benefits:
Schedule:
Education:
Experience:
Work Location: Hybrid remote in Norwich, NY 13815