Customer Support Administrator

Overview 170 Years Strong Industry Leader Global Impact At Pinkerton the mission is to protect our clients To do this we provide enterprise risk management services and programs specifically designed for each client Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions Bonded together we share a commitment to integrity vigilance and excellence Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds experiences and perspectives to join our family of industry subject matter experts The Customer Support Administrator assigned to one of Pinkertons largest global clients will assist in the day-to-day escalation and resolution of customer queries via SalesForce tickets email and chat The Administrator tests scenarios takes the lead to identify roadblocks and identifies process improvements to enhance the team s efficiency This role will have an overnight work schedule from 9 30 PM 6 30 AM Responsibilities Represent Pinkertons core values of integrity vigilance and excellence Respond to customer queries in a timely and accurate way via Salesforce tickets chat email Analyze and report product malfunctions by testing different scenarios Monitor customer complaints on different channels in the slack and reach out to provide assistance quickly Share suggestions and effective workarounds with team members Follow up with customers to ensure their technical issues are resolved Engage in continuous improvement including but not limited to processes technology team customer service methodologies and capabilities Work with other departments like frontline teams to assign the tickets on the exceptions Manage and address client escalations with a call first mentality someone not afraid to pick up the phone to resolve issues quickly Include in the multiple projects under support admin team and drive them efficiently Should be able to adapt working on the tickets related to training process along with No support customer queries Ensure adherence within the established KPIs Contribution for process improvements automation to bring efficiency and identifying the roadblocks concerns customers are facing and report to Manager by providing solutions to fix and further enhancements All other duties as assigned Qualifications Graduate with three to five years of customer support experience Familiarity on learning paths courses registration ticketing tools is a plus Serve as a collaborative team player Develop and maintain effective relationships with other departments and leaders Exemplify workplace and business ethics Effectively manage projects to meet deadlines and achieve results Verbal and written business communication skills Able to work independently with little supervision Problem resolution skills Active listening skills Able to manage escalations and the prioritization of issues Computer skills Microsoft Office and PowerPoint Salesforce Slack and Teams Working Conditions With or without reasonable accommodation requires the physical and mental capacity to effectively perform all essential functions Regular computer usage Occasional reaching and lifting of small objects and operating office equipment Frequent sitting Pinkerton is an equal opportunity employer to all applicants and positions without regard to race ethnicity color national origin ancestry sex gender gender identity expression sexual orientation marital prenatal status pregnancy childbirth or related conditions religion creed age disability genetic information veteran status or any protected status by local state federal or country-specific law