Technical Customer Support, Security Technology

About This Role

We are recruiting for a Technical Customer Support, Security position to join our Technology team in Burnaby or Victoria. This is not an IT role. As a Technical Customer Support professional, you will play a key role in ensuring efficient, customer focused delivery of Security Technology Service operations. You will manage incoming service requests, triage and schedule work, dispatch technicians, coordinate communication with internal and external stakeholders, and support documentation, billing, forecasting, and overall service excellence from first contact to completion.

• Provide consistent, high quality customer service and administrative support to the security Service Team
• Receive phone calls and emails from customers requesting service work
• Collaborate with customers to complete initial investigation and assess support requests and determine solutions
• Prioritize service requests, dispatch and schedule Security Service Technicians
• Create work orders, track and manage through to completion, prepare accurate billing summaries and coordinate with billing team to resolve discrepancies
• Coordinate and follow up with technical staff to complete work orders
• Prepare project site and office binders/files, organize and track shop drawings, update CRM with information, and track order shipments
• Print and circulate a variety of project reports

• High School Diploma
• 2+ years’ experience in a similar administrative support/customer service role coordinating service requests and dispatching technicians
• Experience with material ordering, tracking, billing, and reporting
• Basic knowledge of security technology systems (Access Control, CCTV programming, and Intrusion Detection)
• Excellent computer skills using MS Office (Word, Outlook, Excel), JDE or other CRM systems and Procore an asset
• Proven teamwork skills complemented by the ability to work well independently
• Superior oral and written communication skills
  
  Highly organized and detail oriented with the ability to prioritize work
• Positive attitude with a patient and calm nature
• Basic construction knowledge is an asset

• Work‑life balance – flexible work arrangements including hybrid options for eligible roles, and a competitive vacation policy
• Continuous development – access to tools and training for development and growth
• Employee benefits – RRSP matching, health and wellness reimbursements, and additional Houle days off
• Exciting project opportunities across BC
• Fun events – industry events, themed office gatherings, potlucks, charity fundraisers, community volunteering, and more

Salary range: $50,000-$65,000 per year plus a competitive total compensation package. Actual salary will be commensurate with experience, skills and overall match to the position offered.

We celebrate diversity and are proud to be an equal‑opportunity employer. We are committed to diversity and inclusion and strive to foster, cultivate and preserve a culture of belonging for all employees.