Digital Helpdesk Agent - Building Automation (Day Shift)

Fidelity Building Services Group; Owings Mills (MD); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Paid Time Off

401(k) with Company Match

Training & Growth Opportunities

Job summary

Smart Building Technologies, A Fidelity Company, is hiring Customer Service Representatives for our Digital Monitoring Center in Owings Mills, MD. The role focuses on first-line support for building automation systems, answering inquiries via phone, email or text, and ensuring smooth customer experiences.

You’ll troubleshoot basic issues, document interactions in the CRM, and participate in ongoing training to stay ahead of new technologies and script updates.

Qualifications

• Customer service experience—especially in a support or tech environment.
• A friendly, patient, and professional approach, even in tough situations.
• Basic tech skills—familiarity with CRM software and troubleshooting is a plus!
• A willingness to stick to scripts to ensure accuracy and compliance.

Responsibilities

• Engage with customers via phone, email, or text using pre-approved scripts.
• Troubleshoot minor issues related to HVAC, lighting, and energy management systems.
• Monitor digital building automation interfaces and address alerts promptly.
• Document interactions and resolutions in the CRM system.
• Participate in ongoing training to stay current with technologies and scripts.
• Escalate to the right technical team when needed.

Skills

Customer service

Friendly & patient

Basic tech skills

Scripts adherence

Tools

CRM software

Job description

Smart Building Technologies, A Fidelity Company, is hiring Customer Service Representatives for our Digital Monitoring Center in Owings Mills, MD. The role focuses on first-line support for building automation systems, answering inquiries via phone, email or text, and ensuring smooth customer experiences.

You’ll troubleshoot basic issues, document interactions in the CRM, and participate in ongoing training to stay ahead of new technologies and script updates.