DescriptionSecuritas Electronic Security Technology and Solutions groups are experiencing tremendous growth due to our success establishing Securitas’s place as a market-leading, global provider of integrated security solutions technologies.Our growth and rapid advancement in technology solutions have created the need for a Customer Support Representative for our Electronic Security division based in Uniontown OH.POSITION SUMMARYPerforms user, operational and technical support services via telephone, email, internet, and intranet, for Securitas Electronic Security associates and external customers.Escalates non-documented issues to next level of support or management as required.ORGANIZATIONAL RELATIONSHIPSInterface with, Field associates, Headquarters Support Organizations, Sales, Parts Facilities, customers and others as required.No direct supervision of other associates.SCOPE OF RESPONSIBILITYCustomer & Technical support includes operational, installation and support 24x7x365 on a rotating, on-call basis.Support provided to SES associates and external customers.May include use and configuration, data analysis, system and user operational guidance and problem analysis/resolution. ESSENTIAL FUNCTIONSProvide technical/systems support as required for internal/external customers.Effectively and efficiently communicate with customer to identify symptoms, causes, and solutions.Retain ownership of issue until solution is identified and communicated to the customer.Log all required and pertinent information in a technical support incident management system.Organize and maintain technical knowledgebase and websites to include supported products and configurations.Work required shifts and maintain on-call availability as required.Maintain/enhance expertise on assigned products and related technology.Expand/develop product specialization for assigned products.Interact in a positive and professional manner with all callers.Provide special reports as required by manager.Identify and recommend process improvements.Escalate non-documented or unknown problems to next level of support.Support installation of new systems as required.Occasional travel for training or other support purposes.Will be required to work in a team environment.Maintain high phone availability.Assist in review of user guides, operations and technical manuals prior to formal release.Actively participate in improving individual and team performance.Good oral and written communication skills.Contribute solutions to issues in a knowledge BaseLearn new technology tools as needed.Ability to multi task effectively.Ability to solve issues over the phone.Other duties as assigned by manager.Minimum RequirementsSPECIAL KNOWLEDGE, SKILLS AND ABILITIESAssociate degree in Electronics, Computer Science or related area or equivalent education and/or experience, including field service or call center experience.1 3 years technical support or related experienceKnow and adhere to quality process/systemsExperienced with P.C. computer/on-line information systems, networked environments, and databases.Experienced on IP Phone Support for Mitel systemsExperienced in installing, configuring, and maintaining software and database administration.Experience in Remote Connect Software.Familiar with MS Office ApplicationsPrior experience working in a team environment and independent of direct supervision.