Customer Service Agent

Securitas Technology is seeking a Customer Service Agent to support clients using our integrated electronic security and life safety solutions. In this role, you will handle inbound calls, emails, and tickets from commercial and enterprise customers, resolving inquiries, logging incidents, and coordinating service requests with technical teams. You will perform basic troubleshooting, document all interactions accurately, and ensure timely follow-up. Working in a culture focused on safety, integrity, and innovation, you'll help protect people and property while gaining experience with cutting-edge security technologies and growing your career in a global organization.

Responsibilities

• Serve as primary point of contact for customer inquiries via phone, email, and ticketing systems.
• Log, prioritize, and track service requests and incidents in CRM or ticketing tools.
• Provide basic troubleshooting support and perform guided diagnostics for security and life safety systems.
• Coordinate with technical teams to schedule service, maintenance, and system checks.
• Monitor open tickets, follow up with customers, and ensure timely resolution and communication.
• Accurately document interactions, system details, and actions taken for audit and compliance.
• Educate customers on system use, monitoring procedures, and escalation protocols.
• Adhere to company standards for safety, integrity, and data privacy in all interactions.

Required Skills

• Customer service
• Call center systems
• Ticketing/CRM software
• Electronic security systems basics
• Alarm monitoring procedures
• Incident documentation
• Account management
• Data entry and accuracy
• Email and phone etiquette
• Troubleshooting and escalation