Technical Support Representative

Pye-Barker Fire & Safety • Williamston, SC

6d

About The Position

The Technical Support Representative interacts with customers to address inquiries and resolve complaints, providing technical support for low-voltage security and life-safety systems. Support is delivered through phone, email, online chat, in-person interactions, remote login software, manufacturer platforms, and other technical methods. The representative takes ownership of customer issues and works toward complete end-to-end resolution using available resources.

The role includes diagnosing security systems and assisting customers and field technicians with troubleshooting, testing, programming changes, signal verification, communication issues, and basic system operation. It also involves maintaining customer accounts and detailed records of customer interactions. The representative collaborates with Customer Service, field technicians, supervisors, monitoring personnel, manufacturers, and other technical resources to resolve issues efficiently.

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 remote troubleshooting.

Responsibilities

• Provide remote technical support for low-voltage security systems through telephone, email, online chat, or in-person interactions.
• Remotely 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.
• Collaborate with Customer Service, field technicians, supervisors, monitoring personnel, manufacturers, and other technical resources to resolve customer issues efficiently.
• Maintain customer accounts and records detailing 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