Senior Service Specialist

NextGen Security LLC 

Job Summary 

Company  

NextGen Security LLC  

Location  

Houston, TX 

Industries  

Security and Surveillance  

Job Type  

Full Time Employee  

Career Level 

          Mid-Level 

Exemption 

           Exempt 

                                                                                                                                                  Senior Service Specialist 

What we’re looking for: 

We are in search of a self-motivated individual to join our fast-growing and dynamic team.  

What you’ll be doing: 

This role is critical in ensuring seamless operations within our Service Department by assisting technicians with on-site support, accessing client databases through remote access for support purposes, and maintaining strong client relationships. The ideal candidate is proactive, detail-oriented, and capable of handling multiple priorities with efficiency and professionalism. 

This position is one we hold in high regard in order to provide the level of service excellence our customers expect and deserve.  Specific duties to include: 

• Perform remote session service tickets assigned to you. If remoting into a customer’s site is not an option, a site visit may be required.
• Perform service support calls remotely/onsite from technicians, responding in a timely manner. 
• Perform Subscription (SSA/SUSP) renewal update for customer.  
• Train entry level technicians, including through ride-alongs as needed. 
• Conduct training classes for technicians 
• Pre-sales support as needed 
• Maintain and update service call records and client communication logs. 
• Act as a primary point of contact for clients, providing updates on service requests and ensuring customer satisfaction.
• Collaborate with internal teams to address client needs and deliver seamless service. 
• Identify trends and areas for improvement in service delivery processes. 

What you bring to the table: 

• Bachelor or equivalent degree or experience 
• Minimum of 5+ years of experience in service operations or a technician role. 
• Certifications in Lenel, Genetec, CCURE, ProWatch, Gallagher, Milestone 
• Experience with Microsoft Word, Excel, and Outlook. 
• Experience with Microsoft SQL 
• Knowledge and understanding of basic Network troubleshooting. 
• Experience with Wireless network setups and products. 

Additional Skills 

• Must be able to communicate effectively and professionally in both written and verbal manner to customers and to those within the company 
• Must possess a positive attitude and be willing to interact with customer, co-workers, and other personnel at all times 
• Commitment to integrity and to the Company Standards and Procedures 
• Attention to detail and accuracy is a must 

What we bring to the table:  

              Compensation based upon background and experience 

·             Full benefits package 

·             Vacation 

·             Cellphone Allowance 

We are an equal opportunity employer and drug- free workplace. Pre-employment drug screens and background checks will be conducted. Employees are subject to appropriate routine drug screens, based on job classification. 

Application Process 

Please submit your resume, references and your requested salary range when applying for this position below.

 
More About Us 
NextGen Security is an electronic security systems integrator that offers commercial and industrial companies best in class industry knowledge, engineering design, implementation, management and on-going maintenance services. Our company accomplishes this by hiring only the most experienced and best-qualified talent the security industry has to offer. Management team and staff members have 10-25 years of commercial and industrial security industry expertise with single site, multi-facility, plant-wide, campus-wide, regional, national and international security projects.  If that wasn’t convincing enough, check out what our employees say about working at NextGen: https://www.youtube.com/watch?v=qLQVPTlAlJM 

Notice To Employment / Recruitment Agents  
 Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from NextGen Security’s HR department. Any agency candidate submission may only be submitted to positions opened to the agency through openings available via NextGen Security’s website. NextGen Security will only pay a fee for candidates submitted or presented where there is a contract communication in place between the Employment / Recruitment agents and NextGen Security, and only if the candidate is submitted via approval from NextGen Security’s HR department. Candidates submitted or presented by Employment / Recruitment Agents without a full approval from NextGen Security’s HR department shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.