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SecurePRO Inc

Support Specialist

Pay: $62,400/yr

Posted: 7 weeks ago

Location: Santa Barbara, CA (Onsite)

Last Updated: 2 days ago

Hours: Full-Time

Expires: 10/3/2026

Career Insights for Technical Support Manager / Supervisor

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Based on California data

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What they do

A Technical Support Manager or Supervisor manages the work of technical support staff for a company or retail electronics store. Coordinates and supervises technical support operations or technical support services to customers. May train technical staff and help to resolve customer issues.

$75,269 / year median in California

-12% projected decline

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Job Description

Support Specialist SecurePRO Inc - 3.8 Santa Barbara, CA Job Details Full-time $25 - $35 an hour 20 hours ago Qualifications Technical support via phone Alarm systems Service scheduling Direct client contact Team scheduling Mid-level Incident Escalation Customer support ticket management Phone triage Escalation handling Task assignment Ticketing system technical support Full Job Description Support Tier 2 Tier 2 support involves more specialized technical assistance compared to Tier 1 support. This level of support deals with complex issues that cannot be resolved at Tier 1 and often requires deeper expertise or specific troubleshooting knowledge. Create support tickets in OBS The current systems are Observables, DMP, alarm.com, and Stanley. If a tech is required, work with the team and schedule a tech. Assign Observables tickets, manage tickets/jobs (See ticket/job procedure) Tier 2 support alarm structure

Initial Point of Contact :

Tier 2 support agents are the first point of contact for customers or users, handling basic customer inquiries and troubleshooting simple issues.

Basic Troubleshooting :

Tier 2 support staff analyzes symptoms, identifies underlying problems, and begin resolving issues, ensuring that time is not wasted on attempting to solve symptoms instead of problems.

Escalation :

If needed, Tier 1 support agents may transfer and escalate customer contacts to specific departments or teams, typically to Tier 3.

Tasks:

Receive emergency and non-emergency calls/texts for customers in SB and SLO during working hours. Provide the 2nd line of support and troubleshoot issues that customers are having. Create support tickets in OBS. If a tech is required, work with the team and schedule a tech.

Key Characteristics :

Handles advanced customer issues and simple troubleshooting Provides elevated support and triage May utilize automated or self-service solutions to resolve issues

Example Industries :

IT and Technology Customer Service and Support Alarm/Fire Desk and Field Support Best Practices :

Implement a clear escalation process for complex issues Utilize automation and self-service solutions to streamline basic issue resolution Ensure Tier 2 support agents are adequately trained and equipped to handle initial customer inquiries Monitor and analyze Tier 2 support performance to identify areas for improvement