Senior Service Specialist - Physical Security Technology

Department: Service (D2CS)

Reports To: Service Management

FLSA: Hourly Non-Exempt

Hours of Work: Mon – Fri 8AM – 5PM

Location: Niantic CT, Norcross GA, Remote

Who We Are

Telaid helps enterprise clients accelerate technology adoption to achieve their business objectives. We design, deploy and support critical technologies, reducing time, task, cost and risk associated with managing technologies in complex, multi-site environments. But Telaid is not your ordinary technology integrator. Committed to excellence, our vision is to be a people first, customer obsessed company with great (not perfect) leaders who strive to provide the best possible experience for our employees, partners and customers. We’re working hard to build and maintain a culture of integrity, trust and accountability that attracts, trains and retains the right employees for the right roles. If you’re looking for a great place to work, learn and advance your career, get to know Telaid!

Our Core Values are – Be Proactive, Be a Team Player, Take Ownership & Do the Right Thing

Summary of Position

The Sr. Service Specialist is responsible for achieving SLA targets and contributing to the profitability of assigned accounts. This role requires proactive management of service tickets, client details, internal and external reports, and customer updates. The Sr. Service Specialist focuses on continuous process improvements and collaborates with cross-functional teams to consistently meet SLA targets.

Success in this position demands exceptional organizational skills, effective communication, attention to detail, and a strong commitment to customer satisfaction. The ideal candidate is customer-obsessed, eager to contribute to timely issue resolution, deliver a positive customer experience, and support the long-term success of Telaid’s service operations.

Primary Duties and Responsibilities

• Provide regular customer-facing reports for assigned accounts.
• Participate in recurring customer calls.
• Collaborate with direct manager and cross-functional teams to implement improvements for assigned accounts.
• Maintain customer-facing notes and updates for all assigned work orders; review tech deliverables and approve payments.
• Ensure budget adherence by overseeing dispatches, material ordering, accurate scope creation, and monitoring labor costs.
• Collaborate with cross functional team to meet SLA targets.
• Identify opportunities for improvement across assigned accounts.
• Perform other duties as assigned by management.

Skills and Personal Attributes

• Proficient in MS Office 365, with strong Excel, business writing, client reporting, and inventory management skills.
• Excellent organizational skills, with a strong attention to detail.
• Ability to multitask.
• Strong interpersonal skills, with the ability to make decisive, well-informed decisions.
• Fanatical about customer success, focused on driving long-term value, revenue growth, and improved Telaid profitability.
• Eager to go beyond job responsibilities and lead efforts to enhance customer experience.
• Strong ownership mindset, able to act based on a balance of analysis, experience, and intuition.
• Influential communicator, demonstrating professionalism, enthusiasm, and fostering collaboration.
• Excellent oral, written, and cross-functional communication skills.
• Calm under pressure, with confidence, energy, and organizational skills.
• An analytical problem-solving mindset, with a focus on process improvement and attention to detail.
• Committed to continuous learning and self-improvement.

Education and Experience

• Minimum of 3 years of experience in a fast-paced customer-focused environment, office administration, data entry, or an equivalent operations coordinator role.
• Familiarity with security systems, such as video surveillance, access control, intrusion detection, and/or alarm monitoring.
• Bonus:
  • Experience with break-fix or reactive service maintenance.
  • Retail, IT or Integrator background.
  • Any hands-on exposure to managing or supporting multi-site security technology services is a plus.
  • Proficiency in Excel.

Benefits

• 401k with employer matching and Profit Sharing
• Medical, Dental, Vision, Life and Disability Insurance Benefits
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Other Voluntary Benefits:
  • Critical Illness and Accident Insurance
  • Pet Insurance
  • Bark – Parental controls to ensure online safety for kids
  • Norton LifeLock Identity Protection
  • Employee Discount Program