Customer Service & Technical Specialist

Job Description Job Description At DFW Security , our vision is simple: deliver an exceptional customer experience every day. As a locally owned and trusted security provider, we help protect homes and businesses throughout our community. Our Customer Support Department plays a vital role in building customer loyalty, resolving issues, and ensuring every customer feels valued and supported. If you enjoy helping people, solving problems, and working in a fast-paced environment where no two days are the same, we'd love to meet you. LOCATION In-Office. SCHEDULE Our Customer Service Department operates Monday through Saturday from 9:00AM – 6:00PM CST. Saturday shifts are shared on a rotational basis. This is a full-time position. POSITION OVERVIEW DFW Security is seeking a Customer Support & Technical Specialist to provide world-class support to our residential and commercial customers. In this role, you will assist customers with account inquiries, troubleshoot security and smart home systems, schedule service appointments, and help ensure customers receive timely and effective solutions. You will become a trusted resource for customers while developing technical expertise in the security industry. This position offers an excellent opportunity for individuals who enjoy customer service, technology, and problem-solving. ESSENTIAL DUTIES AND RESPONSIBILITIES Deliver exceptional customer service through phone, email, and text messaging Identify customer needs, gather relevant information, and provide effective solutions Troubleshoot security systems, cameras, automation devices, and related technologies Accurately document customer interactions and service activities within company systems Educate customers on system operation, features, and best practices Build rapport and strengthen customer relationships through professional communication Create service tickets and coordinate resolutions for issues requiring field support Schedule service appointments efficiently to meet customer expectations Work independently to diagnose issues and determine the best course of action Develop expertise in security and smart home platforms, including: Alarm.com Qolsys 2GIG DSC Honeywell Other leading security manufacturers SKILLS AND QUALIFICATIONS High School Diploma or GED required Minimum one year of customer service experience Strong verbal and written communication skills Excellent problem-solving and analytical abilities Ability to remain calm and professional during challenging customer interactions Strong attention to detail and organizational skills Ability to multitask while navigating multiple software applications Comfortable learning new technologies and adapting to changing processes Previous technical support, call center, security industry, or alarm monitoring experience is a plus Bilingual candidates are encouraged to apply BENEFITS Competitive hourly pay based on experience Performance-based commission opportunities Medical, Dental, and Vision Insurance 401(k) with Company Match Paid Time Off (PTO) Paid Company Holidays Life Insurance Paid Quarterly Company Meetings Employee Discounts on Security Services Career growth opportunities within a growing organization Ongoing training and professional development WHY DFW SECURITY? At DFW Security, we believe our employees are our greatest asset. We invest in training, encourage professional growth, and foster a supportive team environment where every employee contributes to our success. Whether you're building a career in customer service, technical support, or the security industry, DFW Security provides the tools and opportunities to help you succeed. DFW Security is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. DFW Security strives to ensure every employee is valued and promotes positive company culture.