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The Technical Support Representative will interact with the company’s customers by addressing inquiries and resolving complaints. The position is directly responsible for providing technical support for low-voltage security and life-safety systems through phone, email, remote login software, manufacturer platforms, and other technical support methods. The position takes ownership of customer issues and provides complete end-to-end issue resolution by utilizing the resources available.
Essential Duties & Responsibilities:
- Interacts with customers via telephone, email, online chat, or in person to provide remote technical support for low-voltage security systems.
- 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.
- Work closely with Customer Service, Field technicians, Supervisors, monitoring personnel, manufacturers, and other technical resources to resolve customer issues efficiently.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Perform other duties assigned by management.
Education/Qualification:
- Associate or bachelor's degree in electronics, information technology, networking, telecommunications, security technology, or a related field preferred.
- Previous experience with low-voltage security systems, alarm systems, access control, CCTV, fire alarm systems, technical support, or remote troubleshooting strongly preferred.
- Customer service experience required.
- Excellent communication skills including active listening.
- Service-oriented and able to resolve customer grievances.
- Proficient computer skills with the ability to learn new software.
Other Duties:
- Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
- Performs other duties as assigned.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- May occasionally require standing for extended periods of lifting and moving equipment, tools, or product.
Benefits and Perks:
- Excellent pay
- Medical, dental, vision
- Company paid life insurance
- Company paid short-term disability
- 401K with employer match
- Paid vacation and company holidays
- Training and Career Development
- Company vehicle (if job applicable)
- Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees
Our Commitment:
Pye-Barker is built on four core values – customer-bias, trust, respect, and commitment – that serve as the north star for how we conduct business within our community and across our branches. As a group, we promise to do what’s right by our customers, community, and one another, each and every day.
Our EEO Statement:
Pye-Barker Fire & Safety is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, pregnancy, sexual orientation, gender identity, gender expression, genetic information, disability, military service and veteran status, or any other characteristic protected by applicable law.
