Fire & Life-Safety Tech Support Specialist

Pye-Barker, formerly Acadiana Security Plus; Williamston (SC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

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)

All In Ownership Plan

Job summary

Pye-Barker Fire & Safety is seeking a Technical Support Representative to interact with customers and resolve inquiries related to low-voltage security and life-safety systems. You will handle support via phone, email, login software, and manufacturer platforms, taking ownership of issues until resolution.

Ideal candidates have a background in electronics/IT and strong customer service, with the ability to learn new software and work with cross-functional teams to diagnose and fix problems.

Qualifications

• 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.

Responsibilities

• Interacts with customers via telephone, email, online chat, or in person to provide technical support for low-voltage security systems.
• 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.

Skills

Customer service

Active listening

Excellent communication

Remote troubleshooting

Login software

Education

Associate or Bachelor’s degree in electronics/IT

Tools

Login software

Manufacturer platforms

Job description

Pye-Barker Fire & Safety is seeking a Technical Support Representative to interact with customers and resolve inquiries related to low-voltage security and life-safety systems. You will handle support via phone, email, login software, and manufacturer platforms, taking ownership of issues until resolution.

Ideal candidates have a background in electronics/IT and strong customer service, with the ability to learn new software and work with cross-functional teams to diagnose and fix problems.