Technical Support Representative

Pye-Barker Fire & Safety, LLC; Williamston (MI); Hybrid; USD 45,000 - 65,000; 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 holidays

Training and Career Development

Company vehicle (if applicable)

Ownership plan for eligible employees

Job summary

Pye-Barker Fire & Safety, LLC is seeking a remote technical support specialist to assist customers with low-voltage security systems. You will handle inquiries via phone, email, chat, and in person when needed, review system diagnostics, and guide troubleshooting and programming changes to ensure timely resolutions.

Ideal candidates hold an associate or bachelor’s degree in electronics or a related field, have experience with alarms, access control, CCTV, and fire systems, and demonstrate strong

Qualifications

• Associate or bachelor's degree in electronics, information technology, networking, telecommunications, security technology, or related field preferred.
• Experience with low-voltage security systems, alarm systems, access control, CCTV, fire alarm systems, technical support, or remote troubleshooting preferred.
• Customer service experience required.
• Excellent communication skills including active listening.
• Proficient computer skills and ability to learn new software.

Responsibilities

• Provide remote technical support for low-voltage security systems via phone, email, chat, or in person.
• Remotely connect to customer systems to review status, events, and diagnostics.
• Troubleshoot intrusion, access control, CCTV, communications, and other security systems.
• Assist customers and field technicians with troubleshooting, system testing, and programming changes.
• Work with Customer Service, Field Technicians, Supervisors, monitoring personnel, manufacturers, and others to resolve issues.

Skills

Customer service

Communication

Troubleshooting

Remote support

Low-voltage systems

Education

Associate or Bachelor’s degree in electronics or related field

Job description

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company.

Essential Duties & Responsibilities:

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

Education/Qualification:

• 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.

Other Duties:

• Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
• Performs other duties as assigned.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer. May occasionally require standing for extended periods of lifting and moving equipment, tools, or product.

Benefits and Perks:

• 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)
• Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees

Our Commitment:

Pye-Barker is built on four core values – customer-bias, trust, respect, and commitment – that serve as the north star for how we conduct business within our community and across our branches. As a group, we promise to do what’s right by our customers, community, and one another, each and every day.

Our EEO Statement:

Pye-Barker Fire & Safety is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, pregnancy, sexual orientation, gender identity, gender expression, genetic information, disability, military service and veteran status, or any other characteristic protected by applicable law.

More About Us:

Since 1946, we have been an industry leader with a reputation for putting our customers and our people first. We strive to serve our communities by keeping businesses, families, and neighbors safe from fire, life safety, and security risks. Our values serve as the foundation for our culture -they're how we treat our customers and each other. We promise to make recommendations that are always in the best interest of our customers and provide service that’s responsive and dependable, every time. You can count on us to care for you - our customer - as we care for each other. We have the utmost appreciation for this industry and each other, and are proud to be working together to help our customers and neighbors protect what they've built. We're committed to quality craftsmanship, quick response and taking care of our team members and our customers like family.