Alarm System Technical Support Specialist

larm System Technical Support Specialist

Pointe Alarm | Grosse Pointe Woods, MI

Job Type: Full-Time | In-Office

Position Overview

Pointe Alarm is seeking an experienced Alarm System Technical Support Specialist to join our office team.

This position is responsible for assisting customers with alarm system troubleshooting, programming questions, user code changes, and general technical support. The ideal candidate has previous experience working with residential and commercial security systems and is comfortable providing technical assistance over the phone.

We are looking for someone who understands alarm systems, communicates professionally, and can resolve customer issues efficiently.

Key Responsibilities
• Answer incoming customer calls and provide professional, knowledgeable assistance.
• Troubleshoot residential and commercial burglar alarm systems over the phone.
• Assist customers with adding, changing, and deleting alarm user codes.
• Walk customers through keypad functions, arming/disarming procedures, and basic system programming.
• Diagnose common alarm troubles, communication failures, and system notifications.
• Assist customers with Alarm.com and other remote alarm management applications.
• Identify issues requiring a technician and coordinate appropriate follow-up.
• Document customer interactions, troubleshooting steps, and resolutions.
• Handle general customer service inquiries related to alarm systems and monitoring.
• Work closely with the scheduling, technical, and monitoring teams.

Required Qualifications
• Previous professional experience working with alarm systems.
• Familiarity with alarm keypads, user codes, system functions, and troubleshooting procedures.
• Experience providing technical support or customer assistance.
• Strong communication, problem-solving, and computer skills.
• Ability to manage multiple customer requests in a busy office environment.

Preferred Experience
• Experience with DMP, DSC, Napco, Honeywell/Resideo, or similar alarm systems.
• Familiarity with Alarm.com or other interactive security platforms.
• Previous experience with an alarm company, central monitoring station, security dealer, or alarm technical support department.
• Experience supporting both residential and commercial alarm customers.

About Pointe Alarm

Pointe Alarm provides professional security and alarm services to residential and commercial customers throughout Southeast Michigan. Our team is committed to reliable service, knowledgeable technical support, and long-term customer relationships.

Pay: From $20.00 per hour

Expected hours: 40.0 per week

Benefits:
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person