This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is a growing security and operations company providing physical security services, surveillance systems, access control solutions, and 24/7 live monitoring support for commercial clients. As the company continues scaling, they are looking for a Technical Support Specialist to help support internal operations and deliver responsive customer communication across their monitoring and support systems.

Location

Fully remote | 9 AM - 5 PM EST

Role Overview

The Technical Support Specialist will support customer communication, troubleshoot basic technical issues, monitor operational support channels, and help ensure clients receive timely updates and assistance. This role works closely with operations and leadership teams to maintain strong responsiveness, organization, and customer experience in a fast-paced operational environment.

Key Responsibilities

Customer Support & Communication

Respond to customer inquiries through Slack, email, phone calls, and other communication channels.
Provide timely updates and support to clients regarding ongoing requests or operational issues.
Maintain a high level of professionalism and responsiveness across all customer interactions.
Assist with monitoring communication channels to ensure support requests are addressed quickly.

Technical Support & Troubleshooting

Troubleshoot basic technical issues related to operational systems, cameras, access control systems, or customer support requests.
Escalate more advanced technical issues to the appropriate internal teams when necessary.
Assist with identifying recurring technical issues and documenting solutions.

Ticketing & Operational Coordination

Log, organize, and track support requests and operational issues.
Help maintain organized documentation related to support cases and troubleshooting processes.
Coordinate follow-up actions to ensure support requests are resolved efficiently.
Assist with maintaining operational visibility across ongoing support activities.

Operational Support

Support the operations team with administrative coordination and communication follow-up.
Assist with maintaining efficient internal workflows and support processes.
Help ensure customers receive consistent communication and service updates.

Qualifications

Experience

1–3 years of experience in technical support, customer support, operations support, or similar client-facing roles.
Experience handling support communications across phone, email, chat, or Slack.
Previous experience in operational, technical, or service-based environments is highly preferred.

Skills

Strong communication and customer service skills.
Ability to troubleshoot and problem-solve in real time.
Strong organizational and multitasking abilities.
Comfortable learning and navigating technical platforms and systems.
Ability to remain calm and professional in fast-paced situations.
Highly responsive, detail-oriented, and solutions-focused with a proactive mindset.
Strong sense of accountability and urgency.
Comfortable working independently while collaborating with operational teams.

What Success Looks Like

Fast and professional response times across customer communication channels.
Efficient handling and escalation of support requests.
Organized support workflows and accurate documentation.
Positive customer experiences and improved operational responsiveness.
Strong internal coordination between support and operations teams.

Opportunity

This is an exciting opportunity to join a growing operations-focused company where customer responsiveness and operational excellence are critical to success.

Technical Support Specialist