Job Overview
Are you a proactive and hands-on technical professional with a passion for delivering exceptional client support?
Were looking for a Technical Support Assistant Coordinator Security Solutions to join our clients dynamic team.
In this role, youll play a key part in ensuring clients receive timely, high-quality technical support while maintaining excellence in the installation, servicing, and maintenance of electronic security systems. Youll also assist with back-office support, reporting, and client communication serving as a vital link between clients, technicians, and the Technical Support Coordinator Lead.
This position is ideal for someone who thrives in a fast-paced environment, values teamwork, and is eager to grow their expertise in security technologies and customer service.
Key Responsibilities
Install, maintain, and service a range of electronic security systems including CCTV, access control, barriers, electric fences, PAVA, BMS, IP PBX, parking systems, speedstiles, tripods, intercoms, electric gates, and fire alarms.
Provide timely and effective technical support to clients, ensuring all preventive maintenance activities are completed as scheduled.
Monitor and evaluate the performance of the wider support team to ensure adherence to company standards.
Maintain accurate documentation of all support calls, service activities, and preventive maintenance tasks.
Attend and resolve client support requests within agreed timelines.
Escalate complex technical issues to the appropriate leads when necessary.
Handle client complaints professionally and ensure proper follow-up and resolution.
Complete job cards for each assignment, detailing tasks completed and observations.
Identify and recommend opportunities for process and service improvement.
Participate in meetings, trainings, and continuous improvement initiatives.
Collaborate with internal stakeholders to gather client feedback, identify recurring issues, and recommend solutions.
Stay informed on industry trends, emerging technologies, and best practices in customer and technical support.
Relief Responsibilities (Acting as Support Coordinator Lead):
Supervise the technical support team and allocate tasks in coordination with the Technical Support Lead.
Manage client communications and correspondence.
Coordinate with the pre-sales team to prepare and send quotations and follow up with clients.
Monitor ongoing projects and generate progress reports.
Lead team meetings and briefings as required.
Qualifications & Experience
Bachelors degree in a relevant field or equivalent technical experience.
Minimum of 2 years experience in a technical support or customer service role, preferably within the security solutions industry.
Strong working knowledge of multiple electronic security systems and technologies, with a willingness to continuously learn.
Familiarity with general maintenance processes, tools, and methods.
Excellent communication and interpersonal skills, with the ability to interact effectively with clients, colleagues, and management.
Proficiency in help desk systems, CRM platforms, and ticketing tools.
Strong analytical and problem-solving skills, with the ability to remain calm under pressure.
Highly organized, with strong multitasking and prioritization abilities.
Customer-focused mindset with a commitment to delivering exceptional service.