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Remote Technical Support and Service Coordinator

Barton IntegrationSanta Ana, CA, United States

9 hours ago

Job type

Full-time

Remote

Job description

We are a leading provider of low-voltage security solutions, specializing in the installation, maintenance, and support of advanced security systems for commercial and industrial clients. Our mission is to deliver superior protection and service through innovative technology and exceptional customer support. We are currently seeking a skilled and dedicated Remote Technical Support & Service Coordinator to join our growing team.

The Remote Technical Support & Service Coordinator will be responsible for remotely troubleshooting and diagnosing issues related to low-voltage security systems, coordinating field technicians, managing service requests, and ensuring seamless communication with stakeholders. This role requires a candidate to be comfortable working in a fast-paced environment, providing support behind a computer, and delivering top-tier customer service.

Key Responsibilities :

Troubleshoot & Diagnose : Remotely troubleshoot and diagnose issues related to low-voltage security systems, including alarm systems, CCTV, access control, and other related technologies.
Service Coordination : Dispatch field technicians as needed to address more complex on-site issues, ensuring quick and effective resolution.
Service Requests : Manage and respond to incoming service requests via phone, email, or ticketing system, logging and prioritizing each case.
Stakeholder Communication : Regularly communicate with clients, field technicians, and internal teams to ensure service issues are addressed promptly and efficiently.
Debrief & Reporting : Provide detailed debriefs to stakeholders after service requests have been resolved, including next steps or preventive measures.
Call Management : Handle all incoming service-related calls, ensuring high-quality customer service and effective issue resolution.
Data Entry : Maintain accurate and up-to-date records of all service-related activities in the company's database.

Required Skills & Qualifications :

Technical Knowledge : Solid understanding of low-voltage security systems, including alarm systems, CCTV, and access control systems.

Problem Solver : Strong troubleshooting and diagnostic skills, with the ability to resolve issues remotely.

Communication : Excellent verbal and written communication skills; ability to clearly explain technical concepts to non-technical stakeholders.

Customer Service : Proven experience in customer support or service roles, with a focus on responsiveness and client satisfaction.

Organizational Skills : Ability to manage multiple service requests simultaneously, prioritize effectively, and work well under pressure.

Technology Savvy : Proficiency in using computers, service ticketing systems, and various communication platforms (email, phone, video conferencing).

Team Player : Ability to work closely with field technicians and internal teams to ensure service excellence.

Perpetual Learner : Someone innately curious who is eager to learn and looks for opportunities for self improvement at all times.

Initiative : take actions independently to solve problems without needing to be told directly by a supervisor. Show resourcefulness by coming up with innovative solutions and ideas.

Preferred Qualifications :

Bachelor’s Degree.

Experience with Salesforce.

Prior experience coordinating field technicians or similar dispatch roles.

Prior experience handling support cases.

Strong technical aptitude and general computer proficiency.

Experience in the low-voltage security industry.

Technical Experience / Certifications in security systems manufacturers and vendors such as access control, intrusion detection, fire alarms, and video monitoring systems is a plus.

Benefits :

$25-27 per hour DOE

Remote work flexibility

Health, dental, and vision insurance

Paid time off and holidays

Opportunities for professional development

Great team atmosphere

If you are a detail-oriented, tech-savvy individual with a passion for solving problems and delivering exceptional service, we encourage you to apply!

Job Type : Full-time

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Technical Support Coordinator • Santa Ana, CA, United States

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