Support Specialist

SecurePRO Inc•Goleta, CA

13d•$20 - $30•Onsite

About The Position

SecurePRO, Inc. is looking for a motivated Technical Support Specialist – Tier 1 to join our Santa Barbara team. This is an office-based technical support position providing first- and second-level support to customers with security, fire alarm, camera, access control, and network systems. You will receive customer calls, texts, and service requests; troubleshoot problems remotely; create and manage support tickets; and coordinate with our field service team when an onsite technician is required. This is a great opportunity for someone who enjoys technology, troubleshooting, solving problems, and helping customers. Previous alarm industry experience is helpful but not required for Tier 1. We are willing to train the right person.

Requirements

Strong customer service and communication skills
Good computer skills and general technical aptitude
Strong problem-solving and troubleshooting ability
Ability to learn new software and technical systems
Ability to manage multiple open issues and priorities
Good organizational and documentation skills
Attention to detail
Professional telephone, text, and email communication
Ability to remain professional when assisting customers with urgent problems
Dependable attendance and a positive, team-oriented attitude
Willingness to learn and continually develop technical skills

Nice To Haves

Previous alarm industry experience
Experience with alarm systems, electronics, IT, computer networking, telecommunications, access control, video surveillance, electrical systems, or technical customer support

Responsibilities

Answer incoming customer calls, texts, and support requests
Serve as an initial point of contact for technical and service-related issues
Ask appropriate questions to identify and understand customer problems
Perform approved remote troubleshooting and diagnostics
Assist customers with basic system operation and programming
Troubleshoot alarm, camera, access control, communication, and network-related issues
Receive and document fire/life-safety issues and escalate them according to company procedures
Create, assign, update, and manage support tickets in Observables (OBS)
Accurately document customer issues, communications, and troubleshooting performed
Determine when an issue requires higher-level technical support
Coordinate with the service team when a field technician is required
Schedule service calls and provide field technicians with accurate information
Follow up on open tickets and outstanding customer issues
Communicate professionally with customers, technicians, and other team members