Position: Global Security Access Management (GSAM) Customer Service Representative 2

Reports To: GSAM Operations Assistant Manager

Location: Redmond, WA

FLSA: Non-Exempt

Salary: $30.00/hr.

SUMMARY

The GSAM Customer Service Representative 2 (CSR2) works directly with the customer either in person or via email correspondence. A GSAM CSR2 responds to incoming GSAM emails from various internal and external customers, and application power users. Including but not limited to incident and request triage specific to access control and privileges. Manages escalations to the appropriate groups, businesses, or individuals for resolution, facilitates effective communication both internal to GSAM and in coordination with external stakeholders and interest groups. Assists in the completion of inter-business-unit projects, manages any/all access manipulations as directed, performs administrative, and miscellaneous duties as directed by GSAM Management.

What We Offer:

• Medical, Dental, Vision, Life, AD&D, & Disability Insurance, Plus 401K Options

• Sick Days - 1 hour accrued every 30 hours worked

• Paid Time Off -1 hour accrued for every 40 hours worked

• Paid Family Leave - up to 12 weeks a year in accordance with State law

• Weekly Pay

• Paid Travel - Orca Card

• Discounts On Childcare, Vehicles, Electronics, Cell Phone Plans, Travel & More!

• Free Uniforms & Paid Training

• Pet Daycare Discounts

• Employee Assistance Program & So Much More!

ESSENTIAL FUNCTIONS :

Greet and assist all GSAM customers while ensuring quality customer service. (where applicable)

Process incoming emails and chats using GSAM's service desk system.

Coordinate issuance and administration of physical access and smart cards.

Provide Tier1/Tier2 support for network access including troubleshooting and end user guidance for Multi-Factor Authentication/Virtual Private Network/Remote Access Service.

Provide ongoing support for system users (cardholders, access manager, custodians, and owners, and approvers) and VPN/RAS users.

Monitor the systems and respond in accordance with prescribed access control procedures.

Use shipping tools to create shipment requests and track packages worldwide to ensure delivery.

Provide daily administration of the Global Access Control System.

Assist with procedural review, analysis and process development.

Maintain an in-depth knowledge of all established policies and procedures.

Support all department and company goals and objectives.

Explore and adopt changing technology in preparation for and to accommodate evolving company needs.

Process incoming mail and packages as established by internal GSAM policy.

Responsible for most of the Urgent Terminations, adhering to strict SLA's that requires a maximum response time of 4 hours.

Monitor Urgent Escalations inbox. Review, investigate, and escalate as appropriate using a detail oriented, independent thinking and confident approach while utilizing best discretion. Especially during the hours (i.e. weekends) when both the GSAM Technical Support and GSAM Assistant Manager are out of the office. When to act, when to escalate, call, etc.

Function as the primary back-up to New Employee Orientation.

Handle the Merger & Acquisition inquiries and assist with the various inboxes designated for M&A population.

Tier1/Tier2 level support for all GSAM supported groups including Delegated Issuance Officers, Access Managers/Space Owners, Temp Card Custodians/Owners, Datacenter Security, Role Approvers, and Auditors. This may include escalating Tier3 items to various teams to coordinate support for internal tools.

Provide training to internal teams on new and/or existing internal tools and processes.

Closely support any groups GSAM supports globally to ensure success in their daily operations, including support for access control tools used, provide clear concise communications, provide/maintain their SharePoint sites including updating and providing current supporting documentation and policies.

Monitor various email inboxes to quickly identify issues which are reported outside of the general GSAM ticket queue.

Provide daily tasks and administration of the Global Access Control System.

Maintain in-depth knowledge of all established policies/procedures and update internal documentation accordingly.

Run, export, and extrapolate data for monthly reports to various business groups who require the data in a certain manner monthly.

Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary to achieve assigned business objectives.

The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all the functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.

In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.

All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.

May be exposed to or required to handle sensitive and confidential information and must demonstrate the ability to maintain utmost confidentiality and privacy.

KEY COMPETENCIES

Ability to learn new technically involved tasks as needed.

Ability to work in a team environment and able to complete tasks in a timely manner.

Positive customer service experience with strong listening skills and patience.

Developed computer skills with proficient knowledge of Microsoft operating systems.

Able to work in a fast-paced environment while effectively making decisions.

Strong verbal and written communication skills.

Proficient problem solving, analysis and research skills.

Ability to work professionally and productively with others

Well-developed organizational skills and attention to details.

Capable of working under pressure while maintaining a professional image and approach with clients inside and outside of client site.

MINIMUM HIRING STANDARDS

Must be at least 18 years of age.

Must have a reliable means of communication (i.e., pager or phone).

Must have a reliable means of transportation (public or private).

Must have the legal right to work in the United States.

Must have the ability to speak, read, and write English.

Must have a High School Diploma or GED.

Must be willing to participate in the Company's pre-employment screening process, including drug screen and background investigation.

EDUCATION AND EXPERIENCE

Associate's degree or three years of work experience in a related field.

Excellent communications skills, written and verbal, with a strong understanding of English grammar and composition.

Proficient with Microsoft 365 Products, Apps, and Services i.e. Outlook, Word, Excel, SharePoint, etc.

Experience with LENEL and RightCrowd access control systems is a plus.

Experience with ServiceNow system is a plus.

WORKING CONDITIONS AND PHYSICAL/MENTAL DEMANDS

With or without reasonable accommodation, the candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:

Maintain composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.

Successful passage of background and reference checks, job related and controlled substance tests.

Seeing, hearing, speaking, and writing clearly to communicate with employees and clients, observe and report incidents, and direct others.

Required ability to handle multiple tasks concurrently.

Keyboarding, basic computer usage and operating controls.

Regular talking and hearing.

Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.

Occasional lifting and/or moving up to 10 pounds.

Close vision, distance vision, and ability to adjust focus.

EOE/M/F/Vet/Disabilities

About Us

Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.

About the Team

Our Company Mission:

Securitas' mission is to protect homes, workplaces, and communities by providing the security services they need to protect their assets, safeguard their people, and maintain their ability to generate profits.

Our Values:

Securitas' core values - Integrity, Vigilance and Helpfulness - are the foundation for our employees to build trust with customers, colleagues, and the surrounding community.

Integrity:

Securitas employees are honest and trusted by customers to safeguard their premises and valuables. We don't compromise on integrity and create an open forum for our employees and customers to voice opinions, report improprieties, and share information.

Vigilance:

Seeing, hearing, and evaluating. A Securitas employee is always attentive and often notices things that others don't. Their vigilance is necessary in order to be aware of potential risks or incidents that may take place on our customers' premises.

Helpfulness:

As part of an on-going effort to ensure safety, Securitas employees are always ready to help if an incident occurs that requires intervention regardless of whether or not it is directly related to their job.