About this roleWe are recruiting for a
Team Lead, Customer Technical Support to join the
Security Technology team at our
Victoria office.
We're looking for professionals with strong customer service and team leadership experience to ensure efficient, customer focused delivery of Security Service operations. As the T
eam Lead, Technical Customer Support, you'll oversee customer support operations, provide technical expertise for alarm, access control, and CCTV systems, coordinate service delivery, and support a team dedicated to providing outstanding customer experience. This role combines leadership, technical troubleshooting, customer service, and process improvement in a fast-paced and collaborative environment.
Take the next step in your career. Apply now and help shape the future of security in BC.
Here's how your role will strengthen our team.
Your responsibilities- Lead and support the Technical Customer Support team by providing guidance, training, and assistance with day-to-day operations
- Act as the escalation point for customer and technical issues, ensuring timely resolution and exceptional customer service
- Triage and prioritize service requests, create work orders, and coordinate technicians and resources to meet customer needs
- Provide remote technical support and troubleshooting for intrusion, fire alarm, access control, and CCTV systems
- Program and configure alarm systems for new installations, including alarm account setup and monitoring agreements
- Coordinate with alarm monitoring stations regarding account administration, monitoring issues, and escalations
- Manage access control credentials, permissions, and alarm codes for employees and customers
- Administer and maintain ticketing and service management systems, including Net Help Desk
- Develop and maintain procedures, technical documentation, and knowledge base resources
- Participate in client meetings, maintain customer records, prepare reports, and support special projects
- Collaborate with internal teams including Service, Projects, Programming, and Operations to ensure effective service delivery
Your experience and skills- 3+ years of experience leading, coaching, or supporting a technical customer service or service coordination team
- Hands-on experience with alarm programming and setup, including fire and intrusion systems
- Working knowledge of DSC and Bosch alarm platforms and ULC requirements
- Experience with access control systems, preferably Entrapass
- Familiarity with CCTV systems and related hardware
- Experience troubleshooting technical issues remotely
- Knowledge of alarm account setup, monitoring agreements, and alarm monitoring processes
- Experience using ticketing or service management systems, preferably Net Help Desk
- Strong understanding of networking fundamentals and electronic systems
- Excellent communication, customer service, and problem-solving skills
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Knowledge of healthcare technologies such as Nurse Call and Patient Wandering systems is an asset
Salary range: $75,000 - $95,000 per year plus a competitive total compensation package. Actual salary will be commensurate with experience, skills and overall match to the position offered. Let's chat throughout the hiring process and determine the best fit.
Sound like a match? We'd love to connect.Please visit and click on the listing for
Team Lead,Technical Customer Support. The opportunity will remain open until it has been filled.
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