Technical Support

Safe Haven Security Services, LLC.•Kansas City, MO

16h

About The Position

Safe Haven Security is hiring a Technical Support Associate (TSA) to provide technical support for customers with installed ADT systems and for internal field staff. The role focuses on managing time effectively to optimize workflows, meet deadlines, and coordinate within a team environment. The associate provides support by phone, troubleshooting alarm systems, security equipment, connectivity, and Alarm.com interfaces. They track daily progress using web-based tools and submit regular reports on completed work, outstanding tasks, and daily progress. Safe Haven describes itself as a home security company focused on providing peace of mind and protection through security solutions and customer service. It offers training, ongoing support, and opportunities for employee growth and advancement, and promotes a collaborative and inclusive work environment.

Requirements

Successful and proven customer service experience.
Strong interpersonal skills, including a positive, personable, and patient manner.
Ability to work well individually and within small teams.
Ability to follow instructions closely and think constructively when troubleshooting.
At least 1 year of experience with the Alarm.com interface.
Proficiency with cloud-based technology and/or security equipment.
Ability to work in a fast-paced environment with a heavy workload and deadlines.

Responsibilities

Provide technical support by phone to customers and internal field staff.
Troubleshoot technical issues step by step to guide homeowners to a resolution.
Resolve trouble conditions related to Alarm.com, security equipment, and phone app or website interfaces.
Fix connectivity issues for Wi-Fi-enabled cameras and address other equipment issues.
Track daily progress using web-based tools such as SecurityTrax, Alarm.com Partner Portal, Microsoft Teams, and Outlook.
Submit regular reports detailing completed work, outstanding tasks, and daily progress.