Support Specialist

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

Technical Support Specialist – Alarm & Security Systems (Tier 1)

Pay:$20.00–$30.00 per hour, depending on experience and qualifications
Schedule: Full-Time, Monday–Friday, 8:00 AM–4:30 PM
Location: Santa Barbara, CA – In Person

About the Position

SecurePRO, Inc. is looking for a motivated Technical Support Specialist – Tier 1 to join our Santa Barbara team.

This is an office-based technical support position providing first- and second-level support to customers with security, fire alarm, camera, access control, and network systems.

You will receive customer calls, texts, and service requests; troubleshoot problems remotely; create and manage support tickets; and coordinate with our field service team when an onsite technician is required.

This is a great opportunity for someone who enjoys technology, troubleshooting, solving problems, and helping customers. Previous alarm industry experience is helpful but not required for Tier 1. We are willing to train the right person.

Systems You'll Support

Our support team works with a variety of systems and technologies, including:

Burglar and intrusion alarm systems

Fire alarm and life-safety systems

Video surveillance and camera systems

Access control and card reader systems

Computer networks and communications

Alarm.com, DMP, DSC, Honeywell, Slient Knight, Kidde, Potter

What You'll Do

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 Observables (OBS)

Accurately document customer issues, communications, and troubleshooting performed

Determine when an issue requires higher-level technical support

Coordinate with the service team when a field technician is required

Schedule service calls and provide field technicians with accurate information

Follow up on open tickets and outstanding customer issues

Communicate professionally with customers, technicians, and other team members

Tier 1 is the first level of customer and technical support. You will handle common customer questions, gather information, perform basic troubleshooting, manage support tickets, and recognize when an issue should be escalated.

As your technical knowledge and experience develop, Tier 2 responsibilities include more advanced troubleshooting, remote diagnostics, identifying underlying system problems, assisting Tier 1 personnel, and determining whether issues can be resolved remotely or require field service.

Our goal is to develop employees from Tier 1 into increasingly capable Tier 2 and advanced technical support positions.

What We're Looking For

We are looking for someone who is organized, technically inclined, comfortable working with customers, and interested in learning security and low-voltage technology.

Ideal candidates will have:

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

Professional telephone, text, and email communication

Ability to remain professional when assisting customers with urgent problems

Dependable attendance and a positive, team-oriented attitude

Willingness to learn and continually develop technical skills

Experience with alarm systems, electronics, IT, computer networking, telecommunications, access control, video surveillance, electrical systems, or technical customer support is a plus but is not required for an entry-level Tier 1 candidate.

SecurePRO offers a competitive compensation and benefits package, including:

$20.00–$30.00 per hour, depending on experience and qualifications

Medical insurance

Vision insurance

Life insurance

Paid vacation / PTO

Paid holidays

Paid training and technical development

Opportunities for advancement within the company

SecurePRO provides training on our systems, products, software, and troubleshooting procedures.

Employees who demonstrate strong technical ability, customer service, reliability, and problem-solving skills will have opportunities to advance:

About SecurePRO

SecurePRO, Inc. is a locally owned and veteran-operated security and technology integration company serving California's Central Coast. We provide professional security, fire alarm, video surveillance, access control, networking, gate, and related technology solutions for commercial and residential customers.

We are looking for people who enjoy solving problems, working with technology, helping customers, and continually learning new systems.