Alarm & Security Tech Support – Tier 1

SecurePRO Inc; Goleta (CA); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Life insurance

Paid vacation/PTO

Paid holidays

Paid training and technical dev

Opportunities for advancement

Job summary

SecurePRO, Inc. in Santa Barbara, CA is seeking a Technical Support Specialist – Tier 1 to join our in-person team. You will handle first-line support for alarm, fire, and security systems, respond to calls and tickets, and coordinate with field techs when onsite visits are needed.

We value problem-solving, customer service, and a proactive attitude. Training is provided, with opportunities for advancement within SecurePRO as you gain experience and confidence in our technology platforms.

Qualifications

• Strong customer service and communication skills.
• Good computer skills and general technical aptitude.
• Strong problem-solving and troubleshooting ability.
• Ability to learn new software and technical systems.
• Ability to manage multiple open issues and priorities.
• Good organizational and documentation skills.

Responsibilities

• Answer incoming customer calls, texts, and support requests.
• Serve as an initial point of contact for technical and service-related issues.
• Ask appropriate questions to identify and understand customer problems.
• Perform approved remote troubleshooting and diagnostics.
• Assist customers with basic system operation and programming.
• Troubleshoot alarm, camera, access control, communication, and network-related issues.
• Receive and document fire/life-safety issues and escalate them according to company procedures.
• Create, assign, update, and manage support tickets in OBS.
• Accurately document customer issues and troubleshooting performed.
• Coordinate with the service team when a field technician is required.

Skills

Customer service

Technical aptitude

Troubleshooting

Learn new software

Issue management

Documentation

Professional communication

Professional demeanor

Teamwork

Continuous learning

Alarm systems experience

Job description

SecurePRO, Inc. in Santa Barbara, CA is seeking a Technical Support Specialist – Tier 1 to join our in-person team. You will handle first-line support for alarm, fire, and security systems, respond to calls and tickets, and coordinate with field techs when onsite visits are needed.

We value problem-solving, customer service, and a proactive attitude. Training is provided, with opportunities for advancement within SecurePRO as you gain experience and confidence in our technology platforms.