Technical Support Representative

Pye-Barker Fire & Safety • Williamston, SC

6d

About The Position

The Technical Support Representative interacts with company customers to address inquiries and resolve complaints. The role provides technical support for low-voltage security and life-safety systems through phone, email, login software, manufacturer platforms, and other technical support methods. The representative takes ownership of customer issues and provides end-to-end resolution using available resources.

Requirements

• Customer service experience is required.
• Excellent communication skills, including active listening.
• Service-oriented approach and ability to resolve customer grievances.
• Proficient computer skills and ability to learn new software.

Nice To Haves

• Associate or bachelor's degree in electronics, information technology, networking, telecommunications, security technology, or a related field.
• Previous experience with low-voltage security systems, alarm systems, access control, CCTV, fire alarm systems, technical support, or troubleshooting.

Responsibilities

• Provide technical support for low-voltage security systems to customers by telephone, email, online chat, or in person.
• Connect to customer systems when available to review programming, system status, event history, communication paths, device conditions, and other diagnostic information.
• Troubleshoot intrusion alarm systems, access control systems, CCTV/video surveillance systems, communications, network-connected security equipment, and other low-voltage technologies.
• Assist customers and field technicians with technical troubleshooting, system testing, programming changes, signal verification, communication issues, and basic system operation.
• Work with Customer Service, field technicians, supervisors, monitoring personnel, manufacturers, and other technical resources to resolve customer issues efficiently.
• Maintain customer accounts and records of interactions, including details of inquiries, complaints, or comments.
• Adhere to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
• Perform other duties assigned by management.

Benefits

• Excellent pay
• Medical, dental, and vision coverage
• Company-paid life insurance
• Company-paid short-term disability
• 401(k) with employer match
• Paid vacation and company holidays
• Training and career development
• Company vehicle, if applicable to the job
• Immediate qualification for the ALL In Ownership Plan for eligible full-time employees

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed