Technical Support

Safe Haven Security - ADT Authorized Dealer; Kansas City (MO); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Weekly pay

PTO and holidays

Medical, Dental, Vision, 401k, Life

EAP

Newsweek recognition

Largest ADT Authorized Dealer

Job summary

Safe Haven Security is hiring a Technical Support Associate to assist customers with installed ADT systems. You will troubleshoot issues over the phone, guide homeowners to resolutions, and coordinate with the internal team to track daily progress using Alarm.com, SecurityTrax, and Microsoft Teams.

The role emphasizes customer service, a patient, team-oriented attitude, and the ability to work in a fast-paced environment with deadlines. Weekly pay and solid benefits are offered.

Qualifications

• Customer service experience required.
• Positive, patient personality with others.
• Ability to work in small teams and independently.
• Strong troubleshooting and instruction-following ability.

Responsibilities

• Provide technical support to customers and internal field staff over the phone.
• Troubleshoot technical issues step-by-step to guide homeowners to a resolution.
• Resolve trouble conditions related to Alarm.com, security equipment, and app/website interfaces.
• Fix connectivity issues for Wi-Fi enabled cameras and other equipment.
• Track daily progress using web-based tools and submit regular reports.

Skills

Customer Service

Interpersonal Skills

Collaboration

Problem Solving

Tools

Alarm.com

SecurityTrax

Microsoft Teams

Outlook

Job description

At Safe Haven Security, we are more than just a home security company! We are a team of dedicated professionals who are passionate about making a difference in the lives of our customers and our employees. Our mission is to provide peace of mind and protection to families across the country, and we achieve this by offering cutting‑edge security solutions and exceptional customer service.
Position Summary
Safe Haven Security is hiring a Technical Support Associate (TSA) to fulfil customer technical support needs for installed ADT systems. This role focuses on utilizing time management to optimize workflows, maintain deadlines, and coordinate within a team environment.

In this role you will:

• Provide technical support to customers and internal field staff over the phone.
• Troubleshoot technical issues step‑by‑step to guide homeowners to a clear resolution.
• Resolve trouble conditions related to Alarm.com, security equipment, and phone app/website interfaces.
• Fix connectivity issues for Wi‑Fi enabled cameras and other equipment issues.
• Track daily progress using web‑based tools like SecurityTrax, Alarm.com Partner Portal, Microsoft Teams, and Outlook.
• Submit regular reports detailing finished work, outstanding tasks, and daily progress.

To be successful in this role, you should have:

• Customer Service: Strong people skills with successful and proven Customer Service experience.
• Interpersonal Skills: Possess a positive, likeable, and patient personality with others.
• Collaboration: Ability to work well both individually and within small teams.
• Problem Solving: Ability to follow instructions closely and think constructively for troubleshooting.

What Safe Haven requires in a candidate:

• Platform Experience: Minimum of 1-year experience with the Alarm.com interface.
• Technical Proficiency: Proficient with cloud‑based technology and/or security equipment.
• Work Ethic: Ability to work in a fast‑paced environment with a heavy workload and deadlines.

About Safe Haven

About Safe Haven

At Safe Haven Security LLC, we are more than just a home security company. We are a team of dedicated professionals who are passionate about making a difference in the lives of our customers and our employees. Our mission is to provide peace of mind and protection to families across the country, and we achieve this by offering cutting‑edge security solutions and exceptional customer service.

When you join Safe Haven Security LLC, you become part of a dynamic and innovative organization that is committed to excellence. We believe in investing in our employees and providing them with the tools and resources they need to succeed. We offer comprehensive training programs, ongoing support, and opportunities for growth and advancement.

At Safe Haven Security LLC, we foster a culture of teamwork, collaboration, and mutual respect. We believe that our employees are our greatest asset, and we strive to create a positive and inclusive work environment where everyone feels valued and appreciated.

As a company, we are dedicated to staying at the forefront of the industry, constantly evolving and adapting to meet the changing needs of our customers. We embrace innovation and technology, and we are always looking for talented individuals who share our passion for excellence.

If you are looking for a rewarding career in the home security industry, Safe Haven Security LLC is the place for you. Safe Haven has won several awards including being one of \"America's Greatest Places to work\" from Newsweek and is the 6‑time winner of Inc. Magazine's America's Fastest‑Growing Private companies. Join our team and be part of an organization that is committed to making a difference and creating a safe and secure environment for every home we serve.

Safe Haven Security is an Equal Opportunity Employer / Veterans / Disabled. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Why Join Safe Haven

• Weekly pay
• Paid Time Off (PTO) program and paid holidays
• Medical, Dental, Vision, 401k, and Life Insurance Coverage
• Employee Assistance Program (EAP)
• Recognized by Newsweek's \"America's Greatest Workplaces\"!
• Safe Haven is the largest employee-based ADT Authorized Dealer

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