Job description

As the USS Support Assistant Coordinator, you will be responsible for overseeing the support function and ensure clients receive support on time and the works carried out by the technicians is up to standard. You will also be required to carry out installation, maintenance and service of security systems while adhering to quality. Your role will also involve assisting in the back-office support, reporting, communication and client relationship management supporting the USS Support Coordinator Lead. You will also be a key liaison between the clients and the technical team, support team members, ensuring efficient and timely resolution of customer issues and inquiries.

Key Responsibilities

• To ensure adequate support is provided to the client on time and also to make sure preventive maintenance is carried out on time.
• Monitor the work of the wider support team and ensure the works are carried out as per the company standard.
• Ensure proper documentation of all support calls and preventive maintenance.
• To carry out installation and/or maintenance and service of electronic security systems such as CCTV, access control, barriers, electric fence, PAVA, BMS, IPBAX, Parking, Speedstiles, tripods, intercom, electric gates and fire alarms.
• Responsible for attending to client’s support call within set times.
• Responsible for problem escalation and communication to the Leads as required [USS Support Coordinator Lead or USS Support Technical Lead].
• Respond to and fix systems, application problems and issues as raised through calls.
• To handle technical complaints from the client professionally and escalate when necessary.
• Fill a job card for each assignment attended indicating the work covered and any necessary observation.
• Process improvement identification.
• Attend meetings as required.
  To carry out any other tasks as may be directed by the Management.
• Collaborate with internal stakeholders to gather customer feedback and insights, identify trends, and communicate customer pain points to relevant teams for product improvement.
• Stay updated on industry trends, emerging technologies, and customer support best  practices, and proactively share knowledge and recommendations with the team. 

Reliever for the USS Support Coordinator Lead

• Team supervision and communication on work allocation having liaised with the USS Support Technical Lead [Implementation].
• Manage all client communication and correspondence.
• Sending of quotation and coordination with the pre sales team
• Follow up on quotes from clients.
• Reporting and monitoring of ongoing activities.
• Leading team meetings or hurdles.

Education and Experience

• Bachelor’s degree in a relevant field or equivalent work experience.
• Proven experience (2+ years) in a customer support role.
• Working knowledge of multiple security functions and security-driven technology solutions. And willingness to continually acquire new skills.
• Working knowledge of general maintenance processes, methods, tools, and devices.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
• Proficiency in customer support tools and systems, such as help desk software, customer relationship management (CRM) platforms, and knowledge base systems.
• Exceptional problem-solving skills and the ability to remain calm and composed in high-pressure situations.
• Strong organizational skills, with the ability to prioritize tasks and manage multiple priorities simultaneously.
• Knowledge of customer support best practices, including customer-centricity, empathy, and active listening.