Technical Customer Support, Security Technology

Houle; Burnaby; Hybrid; CAD 50,000 - 65,000; Full time

Benefits offered by this job

Hybrid work options

RRSP matching

Health and wellness reimbursements

Houle days off

Job summary

Houle is seeking a Technical Customer Support, Security professional to join our Technology team in Burnaby or Victoria. You will manage service requests, triage, dispatch technicians, and collaborate with stakeholders to ensure service excellence from first contact to completion.

The role requires 2+ years in admin/support, knowledge of security tech, and proficiency with MS Office, CRM systems, JDE, and Procore.

Qualifications

• 2+ years' experience in a similar administrative support/customer service role coordinating service requests and dispatching technicians
• Experience with material ordering, tracking, billing, and reporting
• Basic knowledge of security technology systems (Access Control, CCTV programming, and Intrusion Detection)
• Excellent computer skills using MS Office (Word, Outlook, Excel), JDE or other CRM systems and Procore an asset
• Proven teamwork skills complemented by the ability to work well independently
• Superior oral and written communication skills
• Highly organized and detail oriented with the ability to prioritize work
• Positive attitude with a patient and calm nature
• Basic construction knowledge is an asset

Responsibilities

• Provide consistent, high quality customer service and administrative support to the security Service Team
• Receive phone calls and emails from customers requesting service work
• Collaborate with customers to complete initial investigation and assess support requests, and determine solutions
• Prioritize service requests, dispatch and schedule Security Service Technicians
• Create work orders, track, and manage through to completion, prepare accurate billing summaries, and coordinate with billing team to resolve discrepancies
• Coordinate and follow up with technical staff to complete work orders
• Prepare project site and office binders/files, organize and track shop drawings, update CRM with information, and track order shipments
• Print and circulate a variety of project reports

Skills

Customer service

Administrative support

Communication skills

Organization

Education

High School Diploma

Tools

JDE

CRM systems

Procore

Job description

About This Role

We are recruiting for a Technical Customer Support, Security to join our Technology team in Burnaby or Victoria.

• This is not an IT role

As a Technical Customer Support professional, you play a key role in ensuring efficient, customer focused delivery of Security Technology Service operations. You manage incoming service requests, triage and schedule work, dispatch technicians, coordinate communication with internal and external stakeholders, and support documentation, billing, forecasting, and overall service excellence from first contact to completion.

Your Responsibilities

• Provide consistent, high quality customer service and administrative support to the security Service Team
• Receive phone calls and emails from customers requesting service work
• Collaborate with customers to complete initial investigation and assess support requests, and determine solutions
• Prioritize service requests, dispatch and schedule Security Service Technicians
• Create work orders, track, and manage through to completion, prepare accurate billing summaries, and coordinate with billing team to resolve discrepancies
• Coordinate and follow up with technical staff to complete work orders
• Prepare project site and office binders/files, organize and track shop drawings, update CRM with information, and track order shipments
• Print and circulate a variety of project reports

Your Experience And Skills

• High School Diploma
• 2+ years' experience in a similar administrative support/customer service role coordinating service requests and dispatching technicians
• Experience with material ordering, tracking, billing, and reporting
• Basic knowledge of security technology systems (Access Control, CCTV programming, and Intrusion Detection)
• Excellent computer skills using MS Office (Word, Outlook, Excel), JDE or other CRM systems and Procore an asset.
• Proven teamwork skills complemented by the ability to work well independently
• Superior oral and written communication skills
• Highly organized and detail oriented with the ability to prioritize work
• Positive attitude with a patient and calm nature
• Basic construction knowledge is an asset

About Houle

As BC's leading electrical contractor and systems integrator, we believe in delivering safe, reliable power for the future. From hospitals and universities, to airports, shipping terminals and shopping centres, our electrical and technology professionals proudly provide innovative solutions that create value for our customers every day.

Since 1944, we've been dedicated to our craft, committed to quality workmanship, and building teams that thrive. Driven by purpose and connected through collaboration, our focus on people guides our success in delivering some of the most exciting infrastructure projects in the province.

As a certified Great Place to Work, recognized Best Workplaces for Women, and one of Canada's Best Managed companies, we have been recognized for our efforts in creating a safe and inclusive work environment.

Why join our team?

• We emphasize having a work-life balance - We embrace work-life balance and offer flexible work arrangements including hybrid work options for eligible roles, and a competitive vacation policy.
• Continuous development is a top priority - Whether you're looking for a corporate career or a career in the field, you are supported with access to tools and training for development and growth.
• Our employee benefits prioritize your financial, physical, and mental well-being - From RRSP matching to health and wellness reimbursements and additional Houle days off, we've got you covered.
• We have many exciting project opportunities - With many projects on the go around BC, we're certain you will find countless ways to bring communities to life.
• We have fun! Connection is key at Houle, from industry events to themed office gatherings, we never miss an opportunity to celebrate. Join us for our summer bbqs, potlucks, charity fundraisers, community volunteering, and many more fun events!
• A safe space for everyone - We celebrate diversity and are proud to be an equal-opportunity employer. We're committed to diversity and inclusion and strive to foster, cultivate and preserve a culture of belonging for all employees.

Salary range:

$50,000-$65,000 per year plus a competitive total compensation package.

Houle will not be accepting unsolicited resumes from recruitment firms sent to HR, our managers, or employees directly without a signed agreement within the last 12 months. Unsolicited resumes sent to Houle will not be accepted or obligate our organization to pay any fees if the candidate is hired through alternate contacts.