Customer Service Representative I

Responsibilities

• Represent Pinkerton's core values of integrity, vigilance, and excellence.
• Greet and assist all Global Security Access Management (GSAM) customers within the assigned area while ensuring quality customer service.
• Process incoming emails using client's ServiceNow ticketing system and messaging communication platforms to GSAM.
• Provide tier 1 and tier 2 support for network access including troubleshooting.
• Coordinate issuance and administration of physical access cards.
• Monitor the system and respond in accordance with prescribed access control procedures.
• Provide ongoing support for system users (cardholders) and offsite users.
• Use the client's shipping tool to ship and track packages worldwide to ensure delivery.
• Provide daily administration of the global access control system.
• Maintain an in-depth knowledge of all established policies and procedures.
• Support all department and company goals and objectives.
• Process incoming mail and packages as established by internal GSAM policy.
• Acknowledge and execute safe work practices and to be aware of company policies and procedures related to job safety, including safety rules and regulations.
• All other duties, as assigned.

Qualifications

Degree in computer sciences or relevant discipline with up to one year in customer support, technical support, or similar field. 

• Capable of working under pressure while maintaining professionalism and patience with internal and external clients.
• Effective written and verbal communication skills in English.
• Serve as a productive and collaborative team member.
• Strong analysis, research, and problem-solving skills.
• Attentive to detail and accuracy.
• Able to effectively manage competing priorities and deadlines within a fast-paced environment.
• Computer skills; Microsoft 365 and SharePoint.

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.
• Travel, as required.