Technical Support

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 fulfill 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.