About Us:
NewVision Security is a leading security provider offering CCTV, fire detection, intrusion alarm systems, and access control solutions to commercial and residential clients. We prioritize rapid, professional support and reliable system uptime.
Position Summary:
The Customer Support Representative is the first point of contact for customers and technicians, providing first-line phone support, troubleshooting, and service coordination for camera, fire, intrusion and access control systems. This role manages inbound calls, dispatches field technicians, coordinates scheduling, and places customer systems on test as needed to support service and maintenance workflows.
Key Responsibilities:
- Serve as first-line phone support for customers and partners; log, triage, and prioritize incoming calls and tickets.
- Perform basic remote troubleshooting for cameras, DVR/NVR, alarm panels, fire systems, and access control components.
- Create and maintain accurate service tickets in the company CRM/dispatch system.
- Schedule and dispatch technicians based on priority, technician skillset, and geographic considerations; update customers on ETAs.
- Place customer systems/accounts on test mode and record test periods per company policy; notify monitoring centers and customers when tests start and end.
- Provide clear, professional communication to customers about status, expected resolution times and next steps.
- Maintain knowledge base articles and call scripts; document troubleshooting steps and resolutions.
- Monitor system alerts and notifications; take predefined actions or escalate per protocols.
Required Qualifications:
- High school diploma or equivalent; technical diploma or associate degree in electronics, IT, or related field preferred.
- 1–3 years customer support, help desk, or dispatch experience; experience with security/camera/fire/access control systems strongly preferred.
- Familiarity with IP networking fundamentals (TCP/IP, DHCP), CCTV/NVR basics, alarm panel terminology, and access control concepts.
- Strong verbal and written communication skills; professional phone manners.
- Proficiency with ticketing/CRM and scheduling/dispatch software.
- Ability to multi-task, prioritize under pressure, and maintain accurate records.
Desired Attributes:
- Problem-solver with patient, client-focused demeanor.
- Team player who can coordinate across operations, monitoring, and field service.
- Quick learner, comfortable with technical documentation and procedures.
Working Conditions:
- Office-based, desk.
- Fast-paced environment with high volume phone and ticket traffic.
Compensation & Benefits:
- Competitive hourly (dependent on experience)
- Health, dental, vision insurance; paid time off; 401(k) or retirement plan
- Training and certification support (manufacturer/system-specific)
NewVision Security is an equal opportunity employer.
Pay: $20.00 - $25.00 per hour
Expected hours: 40.0 per week
Benefits:
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
Work Location: In person
