Job Summary

We are seeking a detail-oriented technical specialist to monitor, troubleshoot, and coordinate support for integrated building systems, including cameras, intercoms, access control, and PC-based access control platforms. This role serves as the first line of response for system alerts, identifies root causes, communicates with clients/vendors, and escalates issues when necessary.

Key Responsibilities

• Monitor real-time alerts from multiple systems (cameras, intercoms, access control, and network uptime tools)

• Identify and diagnose outages related to internet, power, hardware, or software

• Basic troubleshooting on systems such as Eagle Eye cameras, intercom platforms, access control panels, and PC-hosted security systems

• Use predefined workflows and email templates to notify clients, property managers, supers, and low voltage installers

• Coordinate reboots, basic corrective actions, and service calls with on-site staff and vendors

• Verify system status through cloud dashboards, SIP registration tools, and remote access software

• Document incidents, actions taken, and escalation steps for internal tracking

• Escalate unresolved or complex issues to Tier 2 support or management

Technical Skills & Tools

• Computer literacy (Windows is required)

• Experience using CRM and ticket management platforms to track incidents, manage support requests, document troubleshooting activities, and coordinate follow-up actions (HubSpot experience preferred)

• Maintain ticket queues and ensure timely response and resolution according to internal service standards

• Basic networking knowledge (internet outages, IP changes, port status)

• Experience with security or building systems (CCTV, intercoms, access control)

• Ability to follow structured troubleshooting procedures and workflows

• Comfortable managing credentials securely (password managers, dashboards)

Communication & Coordination

• Clear written and verbal communication with clients and vendors

• Ability to explain technical issues to non-technical stakeholders

• Proactive follow-up when responses are delayed

• Professional escalation to installers, property managers, or internal leadership

Role Expectations

• Daily alert triage and inbox management

• CRM ticket management, Hubspot experience preferred

• Accurate identification of affected systems

• Timely client communication using approved templates

• Consistent documentation of actions and outcomes

• Strong judgment in prioritizing issues and escalating appropriately

Qualifications:

• Solid background in customer support, client success, or helpdesk (BPO experience is a strong plus) - minimum 2 years experience

• Experience working on a shift for a US-based client

• Clear, professional written English - this person will be emailing clients and vendors daily using approved templates

• Experience managing ticket queues in a CRM platform; HubSpot familiarity is preferred

• A proactive approach to follow-ups -  flagging delays and owning issues through to resolution

• Comfort working within structured workflows, escalation chains, and documentation standards

• Light project coordination skills - scheduling vendors, tracking open issues across multiple properties 

Technical Requirements

• Minimum PLAN 100mbps DSL with Fiber Internet Connect is REQUIRED. (Signal-based or Wireless connection is not allowed).
• Owns a Windows desktop/laptop with at least 8GB RAM and 60 GB free hard disk space.
• Intel Core i3 (6th-12th gen), i5, i7, or AMD equivalent.
• Must use a wired standard call center headset. (No wireless and Bluetooth headsets are allowed).
• Must be able to pass the Internet and Twilio speed test.
• Must have a stable and reliable backup internet connection.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.