Customer Support & Technical Specialist

Benefits:

• 401(k)


• 401(k) matching


• Company parties


• Dental insurance


• Employee discounts


• Health insurance


• Paid time off


• Vision insurance


• Wellness resources

At DFW Security , our vision is to deliver an Excellent Customer Experience . Our Customer Service Department is the driving force behind customer loyalty, supporting our mission to provide value and peace of mind to our community. Join us and be part of a team that values trust, security, and exceptional service.

LOCATION

In-Office with Hybrid Remote Option (after proficiency).

SCHEDULE

Our 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 with the potential for hybrid remote work after demonstrating proficiency.

POSITION OVERVIEW

We are seeking a Customer Support & Technical Specialist to provide exceptional support to our clients. In this role, you will handle inquiries, resolve technical issues, and ensure customer satisfaction through efficient service and clear communication. This opportunity begins in-office with the potential transition to a hybrid remote setting after proficiency is demonstrated. If you thrive in a fast-paced environment and are passionate about helping others, we want to hear from you!

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Identify the purpose of the customer’s call, gather relevant information, and provide effective solutions

· Deliver technical and customer support through phone, email, and SMS with professionalism and clarity

· Accurately document all customer interactions in company systems

· Strong attention to detail and analytical skills

· Apply best practices in customer service to build rapport and strengthen customer relationships

· Gain in-depth knowledge of our equipment and installation processes

· Educate customers on the proper use and features of their systems and equipment

· Generate service tickets for unresolved issues requiring further technical assistance

· Efficiently schedule Service Technicians to address customer needs promptly

· Work independently to identify optimal solutions for technical and service-related issues

SKILLS AND QUALIFICATIONS

· High School Diploma, GED, or higher education preferred

· Minimum of 1 year of customer service experience

· Excellent customer service and communication skills

· Ability to multi-task effectively across various internal programs

· Skilled in de-escalating phone calls with professionalism and empathy

· Adapt quickly to evolving systems and process changes

· Proficient in navigating multiple screens and applications simultaneously

· Bilingual abilities are a plus

BENEFITS

· Medical, Dental and Vision Insurance

· 401(k) with Matching

· Paid Time Off (PTO)

· Life Insurance

· Paid Company Holidays

· Paid Company Quarterly Meetings

· Employee Discount on Security Services

PAY DISCLOSURE

DFW Security offers a competitive pay structure including hourly work and commission based on experience and qualifications.

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.

Flexible work from home options available.

Compensation: $18.00 - $22.00 per hour

DFW Security is an independently owned security company headquartered in Fort Worth, Texas. Founded on the concept of high quality, affordable security solutions combined with excellence in customer service, DFW Security has been protecting homes and businesses for over 30 years. From basic alarm monitoring to sophisticated systems incorporating security, video, access control, fire monitoring and automation, DFW Security is dedicated to customer satisfaction, whether that customer is a municipality, a large commercial facility, a small business, or a home and family.

The story of DFW Security is about four talented leaders with a vision coming together at just the right time to create a security and automation company like no other. The process began in the early 90’s when each of our founders were working separately in the DFW home security industry. Over the next decade, they each played different roles and gained different experiences ranging from marketing and sales, installation and service, billing and funding, to customer service and operations. It turns out, these respected leaders were the perfect combination to offer high quality security at fair prices, and eventually enter into the world of smart technology together. DFW Security continues to expand, and we’re thankful to be an integral part of the Dallas-Fort Worth community and beyond.

Vision: To be the most trusted provider of cutting-edge security and video technology.

Mission: To provide value and peace of mind to our community and employees.

Values: Integrity, Respect, Loyalty & Sustainability